Nancy Dropbox Community Moderator

Hey @"jro76". I checked your convo with Hannah and I can see your last emails. As soon as she’s available, she’ll review your case and get back to you with more details.

@"right click", did the issue appear after any kind of update on your device? Have you also performed an advanced reinstall with the steps provided here?

Hey Jon9999, thanks for posting about this here. What's the app version of Dropbox on your computer? Did you notice this error appear after any updates on your OS/Dropbox app? Let me know and we'll go from there.

Thanks for confirming, @"Ben46". In this case, please follow these exact steps to log a ticket with our support team. When doing so, make sure you’re NOT logged in to ANY Dropbox account, so that your ticket ends up in the correct queue and our support team picks it up. You can send me your ticket number here afterwards.…

@"Ben46" and @"Rheaa", can you please clarify how your Dropbox accounts got upgraded? Was it via www.dropbox.com or iTunes/Google Play? @"Ben46", when saying you want to remove your billing details from Dropbox, you mean you wish to totally cancel the subscription, right? @"Rheaa", have you also lost access both to the…

@"GioSomma", before switching to the stable app version, can you also right click on the two folders that have a different syncing icon and let me know if the “Make available offline” option appears now? You can also see more info on each syncing icon here. Other than that, please note that the last screenshot you sent…

@"DONUSA", the Help Center article Hannah linked above is indeed to delete/disable the Dropbox Backup feature. Can you clarify if you’re having trouble with any of the steps, so that I can further help?

Hey @"Cindy55", hope it’s OK to chime in. To clarify, was this shared link sent to you by another user? If so, can they open it on their end via an incognito window, while NOT being logged in to any Dropbox account?

@"crash c.", you’ll need to click on the icon next to this one (on its right side) and uncheck both options to hide the side-preview.

@"nidhiloveschocolate", can you clarify what happens exactly when you try to redeem the Acer promotion? Did you log in to your Dropbox account and the promotion wasn’t applied or did you receive any kind of errors?

@"Stevenginz", to clarify, are you looking at the top-right corner of your screen, where your clock settings should be showing, too? You can also double check how the Dropbox icon should be showing in your menu bar here.

I’m sorry to hear about this, @"Weck9406". Can you let me know the OS version you’re using? Also, the .zip files that you mention, are they saved on your Dropbox account under this format, or are you downloading your folders via the Dropbox website instead and it converts them to .zip files then that can’t be opened?…

Oh I see. It’s quite possible this caused the issue indeed. Have you closed the file since? What if you still move it back to its original location and restart your device? Does that change anything?

@"Dale1968", may I ask the Dropbox app version you’re using on your iOS device? When exactly did you notice this behavior occur? Does clearing the Dropbox app cache and reinstalling it help? What if you reinstall the Microsoft app, as well?

Hmm, is it possible that another family member upgraded their own Dropbox account, by any chance? If Dropbox tried to bill you, then it means your billing info was inserted into our system by you or another party. In any case, if the transaction didn’t go through your bank, then that’s a good thing. Can you contact them…

Thanks for the extra details! Do you still have this file saved on your computer? If yes, can you move it back to your Dropbox folder, wait till the app is up to date and then move it out again?

@"Josef25", hope it’s OK to chime in. Have you checked your Microsoft app to make sure you’re not logged in to more than one Dropbox accounts there?

Thanks for the screenshot, John! From what I can see, you’re currently logged in to a free Basic account, so there isn’t any active trial here. Can you check any email addresses you may have and let me know if there’s any confirmation of upgrade there by Dropbox? I just want to make sure you don’t have a second Dropbox…

I’m really happy to hear this, @"Carlie_CommonState", and that we were even a bit of help in this situation! For anything else, don’t hesitate to give us a nudge.

@"Alan Z.", do you remember the Dropbox plan linked to the discount perhaps? Can you try to follow the steps you previously did and let me know if something similar appears now?

Thanks for posting this here, @"ccordeiro". You mean that the file was moved out of your Dropbox account, but the desktop app still thinks it’s there, correct? Can you send me a screenshot of your app’s syncing status? What if you add a file to your local Dropbox folder? Does it appear online after that or is the app…

@"John Lee", to clarify, did you upgrade to a Dropbox trial and you’re now unable to cancel it, as there’s no option? If yes, can you send me a screenshot of what you see here?

Sorry for jumping in, @"Mickey F.". The cloud icon you see next to your files/folders means that they’re online-only (so as to not take up hard drive space from your computer). This is why you had to click on them in order to download them (or else, make them available offline). Now, Hannah suggested to check your sync…

Hi from me as well, @"quale". Do all of these folders contain the exact same files/folders? Can you send me a screenshot of them? If there are any filenames you don’t want us to see, feel free to mask them beforehand.

Hi @"feklee", and welcome back to our Community. I did a bit of searching in our system and I could locate your current ticket. Since your case is being handled by our advanced team, I’d still recommend continuing the support interaction with them directly. I’ve also gone ahead and left an internal message for them to see…

Hey @"Mambler215", and welcome to our Community. Can I have a screenshot of what you see on this page? Have you checked your email address for a confirmation of renewal and, if yes, is it the same email address as the one you see on your General tab here? Let me know.

Hi @"Reimu", and thanks for your post. When saying you want to link your Dropbox account to your Apple ID, are you referring to the “Sign in with Apple” option? If yes, you’ll need to make sure your Dropbox email address matches the one linked to your Apple ID (you can update it on Dropbox with these steps) and then click…

@"yoav60", can we open a ticket for you and have our support team investigate this further?

Thanks for the additional info, @"NRich"! The Dropbox icon you should click on to access the “Sync and Backups” tab is the one located in your system tray (at the right bottom side of your screen, where your clock settings should be showing). You can also check this Help Center article for more info.

Hey @"sydneyli", sorry for jumping in. I could find your ticket in our system and I’ve left an internal note on your behalf to our team. Please check their latest reply, when you can.