Nancy Dropbox Community Moderator

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.

Hi from me too, @"reka00"! Hope you’re well. In this case, you’ll need to save the files to your Dropbox account first, so that they can also sync to your desktop app. When sharing a Dropbox link, the files aren’t actually stored on your account, so this is expected behavior.

Hey @"Radx", welcome back to our forum. Did you get the chance to check Jay’s post above about your request in March?

Hey @"NRich", sorry for jumping in. You mentioned that there’s a "PC" folder on your Dropbox account. Have you checked your Backups page here to make sure Dropbox Backup isn’t currently enabled and taking up space from your account? If it is, you can disable it this way.

Thanks for your post, @"mutticampbell"! Let’s have a look. To start from the empty online Dropbox account you were seeing on a different browser, I believe that you accidentally created a brand new account (under another email address/an email with a typo), which is why you weren’t seeing any files there. Now, as for the…

@"DisappearinkTattooRemoval", when saying you don’t see an option to “upload an image” in your first post, are you referring to an existing document or template perhaps? As for the checkboxes, can you check this page and this page and let me know if that’s what you’d like to achieve?

Is this only happening for existing Word docs? What if you create a new one?

Hi again! I took a look at your support ticket and I can see our agent replied back to you. I totally understand where you’re coming from and I’ve left them another internal message, so that they can access your comments here on the forum and see how this affects you.

Hope it’s OK to chime in, @"cltchrn". Did this issue surface with the latest Dropbox app update perhaps or have you had it for a while now? What’s the average size of a file you make offline on the app? Did you also clear the Dropbox app’s cache before reinstalling?

Hey again, Peter. Your friend should be able to preview the video without downloading it first. Can you clarify the size of the video on Dropbox? Also, if you can send me a screenshot of what he sees on his end, that’d be great. You can attach it here with this button: As for the editing tools, it's not possible to remove…

Hey @"Rasik", and welcome to our forum. Please note that, at the moment, full-text search is only available for paid subscriptions, so on free Basic plans, it’s only possible to search for a file based on its name. I can pass this as feedback though to our team, in case they consider changing this in the future. Ping me,…

Sorry to hear this, @"BT99". To clarify, are you having this issue with Dropbox Replay? I’d also like a full screenshot of the error you’re seeing. Keep me in the loop.

Hey @"joelmackay"! Thanks for your post and hope you’re doing great. What you mention could work here indeed; once the new Dropbox folders are created, you can pause the desktop app’s syncing, transfer your files from the old Dropbox folders to the new ones and then resume syncing again. This way, the app shouldn’t sync…

I’m sorry to hear this keeps happening, @"Hugh2024". Did you notice this behavior after any sort of Dropbox/OS update on your computer? Next time the app stops syncing, can you let me know its syncing status and app version? Keep me posted for any updates.

Hey @"BlueDiamond". To create a new Dropbox account, you’ll first need to log out of the account you’re currently signed in. Here’s how you can do this, depending on the Dropbox platform you’re using.