Nancy Dropbox Community Moderator

Hey, @"Ranman"! Sorry to jump in. I had a look into your ticket, and it appears that one of our specialists has replied back to you. When possible, please check the same email thread, so that they can further assist. Cheers!

Glad to know the issue has been resolved, @"Keano17"! I’ve passed your feedback about this to our team, as well. In case there’s something else I can help you with though, give me a nudge.

Have you tried opening a file transfer perhaps via www.dropbox.com? Does the same issue persist or is this only happening on your desktop app? Also, when inserting the email address, do you copy/paste it to Dropbox or do you write it manually instead? Finally, I’d like you to clarify what’s the syncing status of your…

Thanks for posting on our Community, @"Keano17". In general, each plan has a specific size limit when it comes to file transfers. Can you take a look at this link and let me know if the size of the files you’re trying to transfer is within these limits? Keep me updated!

Hey @"Jessica D.20", I have sent you a message to the email address that’s tied to your Community profile. When possible, please check it and reply back to me, so that we can continue working on this. Thanks!

Thanks for the screenshots, @"Ganache"! Hope it’s OK, if I jump in. You can definitely try to restore your files by using Time Machine on your computer. When doing so, make sure to select the folders/files you wish to recover. In case you come across any issues though, give me a nudge!

Hey @"Roger H.15", hope it’s OK if I jump in! Would it be possible to provide a screenshot of any errors you keep receiving when trying to open your files? Also, does this happen specifically for files that are set as Online-only or for local ones, too? Let me know!

Hi @"Subgiant", hope it’s OK if I jump in here, as well. I understand why it may be easier to access your screenshots via a “traditional” shared link, in this scenario. You should still be able to manually create shared links for these files, after they’ve been uploaded to your Dropbox account. You can definitely make a…

Hi @"SengaGlacier", l hope you don’t mind me jumping in. When opening a ticket with our support, did you, by any chance, receive a ticket number to your email address? If yes, please send it to me and l’ll take a look for you. Keep me updated!

Hey there, @"LB77"! Is there any chance that the desktop app of the user you mentioned above is syncing more than 300k files in total? This would be a possible reason explaining why it gets stuck or is slow from time to time. If that's not the case, you can try reinstalling the Dropbox app and see if the issue is fixed…

Hi @"paulinhobrizola", hope it’s alright to jump in here. Can you please toggle the setting for the early releases to off and then back on? After that, try to install the app via our offline installer instead. Let me know if there’s any difference!

Thanks for posting here today, @"GDA laos"! Have you checked whether your last payment was successful? If yes, you should have also received a receipt for your January payment. What you can also try, as a test, is to switch browsers and see if that’ll help. Let me know if that works!

Thanks for clarifying! I'm afraid that this isn't possible via the desktop app, at the moment. In general, Dropbox will sync your files/folders automatically, as long as the app is connected to the internet. The only option would be to pause syncing altogether and only resume, when you wish. However, none of your files…

Welcome to our Community, @"ggi"! Just to be on the same page, would you like to set your Dropbox app to back up your folders at a specific time during the day? Do you mean something else perhaps by “scheduled backup”? Keep me updated!

Do you mean that you’d like to request a refund, as you mentioned in the beginning, because your account was upgraded today? If so, can you please clarify from which platform did you upgrade? Was it directly from the Dropbox website, the App Store or the Play Store? Keep me posted!

Welcome to our Community, @"SM_IM"! Can you please send over a screenshot of what you see here? Did you reupgrade your account directly via the Dropbox website or the App Store/Play Store? Let me know!

All set! I have just messaged you, so please check your email inbox, when you have free time, and reply back to me.

I totally understand. Would it be OK if l message you over to the email address that’s linked to your Community profile? We’ll take a closer look together.

Welcome to the Community, @"emet-selch", and sorry to hear about your files. Have you checked your Files page, outside of your Vault folder, just in case there’s a trace of the missing content? Also, is there any chance that you may have two Dropbox accounts instead? In general, you should only be asked to create a PIN for…

Hi @"Emma Hodgson" and welcome to our Community! Can you clarify whether both charges came from the App Store? Does any of them seem to be a direct Dropbox payment or a Play Store charge instead? Let me know when you have more updates. 

That’s interesting, indeed. Can you take one more step and try to preview this file via an incognito window on your computer instead? Do you still see the same error? Let me know how it goes!

Thanks for posting here today, @"timbr"! I am afraid l can’t open the shared link you have provided, due to security reasons. Is it possible though to send a screenshot of the exact error you keep receiving on your web account? I’d like to have a look for you. Please make sure that no personal info is showing on your…

Hi there, @"hey_you"! Welcome to our Community! If you download the "Cute-Cats-unedited" file, for example, to your device and rename it to "Cute-Cats”, then upon reuploading it to your Dropbox account, you will end up with two files instead, one under the old name and the edited one under the new name. In this scenario,…

Hey Muthu, l have sent you a new message! You can check your email address when you have free time. Have a great weekend ahead!

Hey @"VH21", welcome to our Community! When joining the Dropbox team, did you create a new account or did you transfer your files to the Business team as shown here? Let me know how it goes!

Hi all, sorry to jump in. @"alberttjohn8" , do you have a ticket number perhaps from your communication with our support? I would like to have a look into it as well, if that is OK with you. @"Muthuindia" , if you still have the same issue, I could send you a message over to the email address that is linked to your…

I have already sent you a message to your email address. You can check my email as soon as you’re available. Cheers!

Hi @"alexj2", I am sorry to hear that you are facing the same issue. In general, we don’t have as much visibility as our support team has over your account. If you want us to take a closer look into this for you, I can definitely send you a message to the email address that is tied to your Community profile and we will…

I am glad to hear that Tony! For anything else you might need, we're here to help. Cheers! 

Hi @"Tony84", welcome to our Community! Do you remember perhaps whether you upgraded your account directly from the Dropbox website or via Google Play/iTunes? Also, can you please clarify if you have two Dropbox accounts linked to two different emails? If you have the transaction ID that is linked to your charges, you can…