Nancy Dropbox Community Moderator

Hey John, thanks for the screenshot! Was this email sent to you by no-reply@dropbox.com or another one of our official domains?

Hi @"spacefield", apologies for jumping in. In this case, I’d like you to open a support ticket, so that we can investigate this further and see what other options there may be. You can follow these steps to open a ticket: 1. Make sure that you are NOT signed in to ANY Dropbox account in your internet browser. 2. Go to…

Hi @"BB27", and sorry for jumping in. Unfortunately, we can’t divulge the email address that’s tied to your Community profile here, as anyone would be able to see it and it’s against the Community Guidelines, too. Now, what you can do instead to check that the email address you’re seeing is the correct one, is go to the…

Thanks for letting me know! Can you send me a screenshot of the promo offer you mention, along with its expiration date? Please also attach a screenshot of the error message that you saw. I’d like to investigate this further.

Hi @"lukevan", and apologies for the late reply. Can you please let me know if the same issue still persists, so that we can check this further?

Hi @"bradlymathews", I hope you’re doing well. Can you please let me know whether you’re still having the same issue, so that we can investigate this further? Thanks!

Glad I could help, @"apotter"! Let me know in case you need something else.

Hi Rob! Sorry to jump in here, too. Is there any chance that you had previously updated the email address of your work account, prior to logging out? Do you have another email address that could be now tied to it perhaps?

Hey @"EssoPaC"! Do you perhaps have the emergency backup codes that you should have received upon enabling 2FA on your Dropbox account? Were you also using Google Authenticator before and you no longer have access to your mobile device?

Thanks for the extra info, @"PTB_9"! Can you please take one more step with me and disable/re-enable the feature via your app preferences? I’d like to see if this will help with the issue you’re having.

Hi @"DREAMSLOTH", hope it’s OK to jump in, too. If the Dropbox account has been deactivated due to inactivity and/or a new one has been created in its stead, I’m afraid it’s not possible to recover it or the file that had been previously stored there. In this case, I’d suggest checking if the file could also be saved on…

Hey @"CDesigns"! If you locate one of your .mp4 files and click on the button with the 3 dots next to it, do you see another option saying “Save video” perhaps? If you don’t mind, you can also send me a screenshot with all the options you see, and I’ll have a look, as well.

Hi @"AdminAnswers NI", welcome to the Community! Do you mind sharing with us a screenshot of what you see exactly on your end? Please make sure there’s no personal info showing.

Hey everyone, I hope you’re doing great! @"Robert_Bl", I’d suggest ignoring this email and not clicking on anything, if you’re not sure about the sender. If you keep receiving the same type of emails though in the following days, please let us know. @"JohnGoodwillie", can you clarify which OS version is your device running…

Hi @"JimEdzzz", I hope you’re doing well. At the moment, it’s only possible to view external sharing and create a report of all team files, folders, and links shared externally if you’re on a Business Advanced/Enterprise team I’m afraid.

Hi @"apotter", sorry for jumping in. If you’re unable to locate your deleted content here, can you also check your Events page, and let me know if you can see any trace of the deleted folder? Also, is it possible that you permanently deleted it instead? Give me a nudge, if you need more help.

Hi @"Tim A", and thanks for posting on our forum! Can you let me know what you’re searching for exactly, so that we can look into this? For example, are you unable to locate your receipts based on their filename or are you searching for a specific word within the file and no result returns? In case you’re trying to use…

Hey Daniel, I hope you’re doing well. Can you please clarify for me what’s the app version of your desktop app, as well as its current syncing status?

Hi @"weesie46", I’m sorry to hear about this. Did you also try to upgrade your Dropbox account via different browsers/incognito window?

Hi @"cwsteini", sorry to jump in too. If you check the email address that you inserted when submitting the support request, do you see a ticket number perhaps? Please make sure to check your spam folder too, in case you haven’t done so already. If you still can’t find it, let us know and we can try to open a support ticket…

Hi @"AlBal"! I hope you’re doing well. Have you also checked your linked to Dropbox email address and nothing shows there either? Also, do you perhaps remember if you clicked on something before receiving this notification?

Sorry for jumping in, @"rhythmdog". I’ve just logged a ticket for you. When you have some time, please reply back to me, and we’ll investigate this further. Thanks!

Hi Ian, I hope it’s OK if I jump in. Just like @"Rich" mentioned, when the Dropbox app automatically creates the local Dropbox folder on your computer, you’ll need to manually move any files you want to sync to Dropbox within the same folder (it’s not possible to set another folder on your computer for this function). If…

Hi @"kmc1", I’m sorry to hear you’re also having the same issue. Have you tried perhaps any of the recommended steps, like to clear the Dropbox app’s cache and perform a reinstall on your device? You can also reinstall GoodNotes as an additional step, before checking again.

Hi @"EGuy", and thanks for posting this on the forum! In this case, the admin of your Business team will need to follow the steps @"Rich" provided above and convert your account to an individual one again. If you have any further questions though, let me know.

Hi @"kokuryuha"! Thanks for reporting this, too. I’ve just opened a ticket for you and sent it over to the email address that’s tied to your forum profile here. When possible, please reply back to me and we’ll take a closer look.

Thanks for the screenshot, @"jima999", and I’m sorry to hear you’re having the same issue. What’s the app version that your mobile app is running at the moment? If you try to preview this file via www.dropbox.com, do you receive the exact same message? Let me know, and we’ll check this further.

Hi again, Gregg! I’ve just logged a ticket for you. When you have some free time, please reply back to me and we’ll have a look. Cheers.

Hi everyone! I hope you’re doing well. If you wish, we can open a ticket for you instead and investigate this further, since we’ll have more account visibility this way. Let me know.

Hey @"Rushrules". First of all, please kindly note that we’re unable to take any actions on your Dropbox account from the forum, since we don’t have any account visibility. Besides that, can you clarify if you’re being billed directly from Dropbox or the App Store/Play Store instead? If your Dropbox account was upgraded…