Nancy Dropbox Community Moderator

Welcome back to our Community, @"MasterOfDragon"! Hope you’re doing well. In general, keep in mind that selective sync and setting your files as online-only/available offline are two separate features whose goal is to save up hard drive space on your computer (while using selective sync totally removes a folder from the…

Hi from me as well, @"dnemes"! About the folders that don’t appear locally on your Dropbox app, have you also double checked their names to make sure they don’t contain any of the characters listed here? As for the issue with the missing context menu options, did you recently update your computer’s OS? If not, I’d like you…

Hey @"Lettuce1"! From what I can see, your request is currently being handled by our advanced team. Please rest assured they’re looking into your case and they’ll get back to you as soon as possible.

Thanks for clarifying! In this case, there’s no admin indeed and you can access the Dropbox account and all its settings just by signing in with the email address and password. However, please keep in mind that, since this is a personal account, sharing it with other users goes against our Terms of Service and it could…

Hi again, Daniel! Can you clarify the current OS version of your Mac computer? Other than that, I’d like you to go to the Sync tab of your app preferences and send me a screenshot of your Dropbox folder’s location.

Hey @"debbieo", thanks for your post and I’m really sorry to hear about your admin. When saying you have a Basic account, are you referring to our free plan, by any chance? Are you being charged for any Dropbox subscriptions? Is the account in question the one you’re currently logged into at the moment (under this email…

Thanks for the details you’ve provided, Steve, as well as the screenshots! After cancelling your Dropbox plan, did you check your linked to Dropbox email address? Have you received any confirmation there that your trial has been cancelled? Make sure to also check your spam folder, if nothing is showing in your email’s…

Thanks for the screenshot, @"EB10"! Appreciate it. Can you ask your client to unshare and reshare those files with you? I’d like to see if the behavior will persist then. If that’s not possible though, which I can understand in this case, let me know and we’ll try something else.

Thanks for the screenshots, Hester! When saying your IT man deleted some parts of the program in the registry, do you mean that he performed an advanced reinstall, as described here? Apart from that, do you happen to run any antivirus/firewall or VPN programs on your computer(s)? If yes, can you disable them temporarily…

@"Wilson6", can you send me one more screenshot of what you see at your “All files” page here, when trying to access your files? You also mentioned previously (at this post) that you could see something when accessing Dropbox via your Photos page here (let me know if I’ve misunderstood something though). I’d like us to…

Hi from me as well, @"rajeshdpujara"! Can you try to log out of your Dropbox account once again and sign back in by using your email address, like you originally did? Are you still being asked to insert a new code that’s sent to your email address (this is a one-time code that’s separate to the 4-digit PIN you mentioned…

Hope it’s OK to jump in too, @"LaEi"! Have you already logged in to the desktop app, after installing Dropbox on your new device? If not, and you wish to relink your old Dropbox folder to your current account, then you can do this while signing back in to the desktop app. Before selecting the option to create a new Dropbox…

Hi @"stevecjames". I’m really sorry to hear about your experience so far. To properly guide you from here, can you send me more details on what issue it is that you’re facing exactly with Dropbox? We’ll take it from there.

Hi @"Hyldig"! I’ve merged your post here, since your request is similar to the OP. Please take a look at Jay’s reply above, and let me know if you have any further questions.

@"mapledudu", did you also try removing the file from the Dropbox app again, and then reinstalling it? Does it still get stuck at the same file count after that?

@Pam000, to clarify, does the email address you see contain a period between your first and last name? If yes, then this is considered a separate email address (also, Dropbox has no way of editing your email address; this is something that only you can control). In any case, since we can’t look into this from a public…

@"dushoff", the ticket should have “Dropbox Community Support” as its subject line. We always copy paste the email address to avoid any typos for this reason. If you check your email address, you can see and open the email our support team sent you recently, right? I'm referring to the one containing your chat transcript…

Glad to hear the behavior doesn’t persist, at least for now. If this resurfaces though in the future, feel free to let us know here and we can continue looking into this.

Hey Hester, hope it’s OK to jump in, too. Can you clarify the OS version of the device this is happening on? Other than that, I’d like a full screenshot of the error you’re seeing to have a visual.

Glad you figured this out, @"Tami"! If you need further help with this though, or anything else occurs, feel free to give me a nudge.

Sorry to hear this, @"Noleafcloverx". Can you send me a full screenshot of what you see exactly when trying to access your Dropbox files? I’d also like an extra screenshot of what you see here. Let me know when you’re ready.

Thanks for posting about this here, @"Dan68". Have you rebooted your device, since the indexing issue started, and the Dropbox app is still stuck? How did you try to back up your Dropbox files exactly? Finally, can you clarify what you mean when saying it doesn’t even work with the admin account? Let me know when you’ve…

Thanks for all these screenshots! Just to clarify, are you seeing the prompt to verify your email address right when you go to your Homepage here? Are you seeing the same thing, if you try via an incognito window? Do you have any other devices (especially computers) where your Dropbox files are still accessible?

Thanks for posting here, @"Hebephrene". Regarding the syncing icons you should be seeing, can you upload a screenshot here of what appears next to your files when opening your File Explorer > Dropbox folder? As for preventing duplicates while uploading to Dropbox, do you mean that you’d like to directly place your music…

That shouldn’t have affected your Dropbox account or the files on it. At this point, I suggest getting in touch with our support team directly, so that they can look into this further. Please follow these steps to log a ticket with them and then, send me your ticket number here. I’ll make sure to leave them an internal…

@"joe710", when was the last time you could normally access your Dropbox account with all your files in? Do you have any other email addresses? If not, can you check your current email address and let me know how long ago you received a message from Dropbox there?

Hey @"AmyP2019". The verification applies for the email address that’s currently linked to your Dropbox account, so it can’t be routed to a different email address. However, can you send me a full screenshot of what you see when trying to access your Dropbox files? If there’s any personal info, please make sure to mask it…

I’ve checked again and the message I sent you should be delivered to the email address you see here. Can you please double check once more (along with your spam folder) and let me know if the email is still not there?

Hope you don’t mind me jump in, @"alex eben meyer". You mentioned that this is only happening with application files; can you clarify what kind of files these are? Does the issue persist, if you quit the Dropbox app and try to rename the duplicates then?

Sorry to hear about this, @"DrJSL". Can you send me a screenshot of the current syncing status of your Dropbox app and also clarify its app version? Was there any kind of other update on Dropbox/your OS before the resync started?