Walter Dropbox Community Moderator

Hi there @lorena d, sorry to hear you're having issues with this. Can you please clarify what exactly happens when trying to permanently delete your files? If you're getting any specific errors, I'd appreciate a screenshot! 

Hey @"suirauqa", thanks for the additional information and the screenshot too. Have you tried clearing your browser's cache at all since you first noticed this? When it comes to the desktop app, can you try fixing your hardlinks and permissions and let us know if syncing gets stuck at the exac t same number of files again?

Hey @"steveinathens", sorry to hear about this. Can you please clarify if you're able to preview this file normally on our website and after downloading it locally on your computer? Also, is this affecting only one file or more? 

Hey @EmmaRoseR, sorry to hear you're having issues with this. Could you send us a screenshot of the exact error you're getting so that we can have a visual too? Also, have you ensured that you're using the same email address for your Dropbox account and your Google Play account? Keep us posted, Emma!

Thanks for the ticket ID @"MKendle" I was able to locate it in our system and passed your comments on. A member from the team should be getting back to you soon, but please let us know if you have anything else to add in the meantime. 

Hey @"HappyTears", thanks for using Dropbox and welcome to our Community! While there isn't a dedicated place for Transfers in the mobile app, you should be able to access your file transfers through a web browser on your mobile device from this page. I hope this helps!

Hey @"Relaxalot" - sorry to jump in here, but could you try reinstalling the app as outlined here and let us know how it goes? Just make sure to grant Dropbox full disk access as well. 

Hey @"toemaytoe", sorry to hear you're having issues with this. May I ask if you can see this folder listed in your sharing tab? If it's not listed there, please send us a screenshot of the folder's properties as shown on your computer and the app's version and status as shown in your menu bar at the moment. Thanks!

Hey @"HugoL", sorry to hear you're having issues with this. Could you please try clearing your browser's cache or another browser and let us know if you still get the same error? Thanks so much!

Hey @"MKendle", sorry to jump in here, but I wanted to mention that yes, you can share your ticket ID here with us. This will help us locate it in our system. 

Hey @"athenabeta " - sorry to jump in here, but do you happen to be running any 3rd party apps like backup or syncing services or even security programs like antivirus which might be monitoring your files? If so, you might want to take a look at this discussion as well.

Hey @"jjung", sorry to hear you're having issues with this. Can you please let us know how large those folders are approximately in size and file count? Do these folders contain other folders perhaps? Do you get the same results on other browsers with no plugins or extensions running as well? Any additional information is…

Hey @"MikVest", thanks for clarifying that for us. Would it be OK if we reached out via email to have a further look internally at this point? 

Glad I could help, Cory. Have a lovely weekend as well and take care!

Hey @"antonynizh", sorry to hear you're having issues with this. May I ask if you're getting stuck on a specific step for some reason or if you get any specific errors? If so, a screenshot would be very helpful. 

Hey @"MagicMomentsCory", thanks for using Dropbox and happy Friday! It sounds like file requests could be what you're looking for. Can you have a look here and let me know if that would do the trick for you, Cory? Thanks!

I'm glad to heat it's sorted now and thanks for keeping me in the loop too @"Bo JustMe" See you around the Community and take care!

Refunds can take some time to be processed @raptor10 You can wait a couple of days and if you still don't see the amount credited back to your balance, you can contact your bank and ask for more information. 

Hey @"Kris_G", thanks for using Dropbox and welcome to the Community! Apart from scrolling through your deleted files and using the filters to refine your search in the right hand pane, the only thing I could suggest here is using the CTRL+F shortcut when in your deleted files page to search for the files you're looking…

Hey @"Aellington", thanks for using Dropbox and welcome to the Community! You should be able to achieve what you had in mind via the Dropbox Transfer feature. Let me know if you have any other questions. 

If you don't need the backup of that computer, you can delete it to make up some space @"Bo JustMe" 

Hey @raptor10, thanks for joining our Community! If you were to resume a subscription you had cancelled but was still ongoing, you wouldn't need to enter new billing information. Are you sure that the account isn't already upgraded to the free, Basic plan? Let me know and we'll take it from there. 

Hey @"sesky", sorry to jump in, but I just wanted to mention that I've just followed up via email, so please have a look at your inbox and we'll take it from there.

Hey @"Bo JustMe", sorry to jump in here, but could you also take a look at your backups page and see if there are any folders taking up space listed there?

Hi all, I just wanted to mention that we heard back from the team and this should be resolved now. Let us know if anyone is still having issues with this!

Thanks for the ticket ID, Marta. I was able to locate it in our system and passed your comments on to the agent who's handling your case. They'll be getting back to you soon, but please let us know if you have anything else to add in the meantime. 

Hey @"immo", sorry to hear about this. Can you please send us a screenshot of the error you're getting? If you're running the desktop app, could you send us its status and version as shown in your menu bar as well? 

The desktop app is the one which syncs your files, shown in your screenshot @"banbikas". You can click on the Dropbox icon in your menu bar and then click on your avatar (account's picture) and Quit. Let us know if you still get the same error after quitting the Dropbox desktop app completely before trying to delete this…

Hi @Martanilsson04, sorry to hear about this. Since you've already contacted our support team about this, could you share your ticket ID so that we can look it up in our system? While we're at it, have you tried using our self served look up tool to identify the email address that's associated with the charge in question?…

Hi @"Shadowmech", thanks for using Dropbox and welcome to the Community! I'm not quite concrete on this, so let me check with the team and I'll get back to you on that ASAP. Let me know if you have any other questions in the meantime.