Walter Dropbox Community Moderator

Could you send us a screenshot of the app's current status so that we can have a visual too @"Dan68"? 

Thanks for clarifying that for me @"rthsiung" - much appreciated. Could you please send us a screenshot of the settings you've applied on this automated folder? 

Hey @"ginnyw" - sorry to hear about this. Have you tried following Megan's suggestion to contact your team's admin and ask them to convert your account back to an individual one? 

Hey @"A1Alliance" - sorry to hear about your missing files. When is the last time you remember seeing them on the website? If you made sure that you're looking at the correct account, do you see any signs of them in your events page? 

Hey @"sahrens1" - may I ask if you're getting any particular errors when trying to upgrade your account? Also, just to clarify, what plan are you on at the moment?

Also, sorry for not mentioning this earlier, but thank you for the update and feedback on this too @"jplatts" - much appreciated. You can let us know if anything else comes up!

I see, thanks for clarifying that for me @"liracha" I've just sent you an email to investigate, so please take a look at your inbox and we'll take it from there. 

Hey @"liracha" - sorry to hear about this. Did you try any of the troubleshooting steps mentioned in this thread, like using another browser or clearing your browser's cache? 

In that case, may we reach out via email to have a further look internally @"jplatts"? 

Does it happen when you use a web browser too, Rachel? Have you tried clearing the app's cache since you first noticed this by the way?

Hey @"dropmeinbox" - thanks bringing this to our attention. Just to clarify, are you using a web browser to move the files or are you doing this locally within your Dropbox folder and waiting for the Dropbox desktop app to sync your changes? Could you also send us a screenshot of how those 0 byte files appear on your end?…

Hey @"TAJPHOTO" - thanks for the nudge on this. We've passed your comments on to the team and you should be getting a reply on your open ticket soon. Let us know if you have anything else to add in the meantime. 

Hi there @"rthsiung" - sorry to hear you're having issues with this. Can you try uploading only some video files and let us know if you get the same results? Also, are you using an iOS device or an Android one? 

Hi there @"CoreZero" - sorry to hear you're having issues with this. Could you clear your browser's cache and/or try another browser and let us know if you still get the same results? Thanks!

You should be able to check the app's status by taking a look at the Dropbox icon in your menu bar @"karenap" Let us know of any updates!

Hey @"Trish S.2" - sorry to hear about this. Could you let us know some additional information so that we can assist further? For example, what are the exact steps you take to do this? Are you using an individual account or are you part of a team account perhaps? 

Thanks for the additional information @"jgoshawk" - much appreciated. How many files are you trying to sync, if I may ask? 

Hey @"Alessia10" - sorry to hear about this. Do you have access to a device that you had connected to the account in question in the past perhaps? Also, when you say that the email address doesn't exist anymore, could you elaborate a tad? Are you not able to recreate it or regain access to it? --- Ciao @"Alessia10", mi…

Hi there @"Henrik3434344" - welcome to the Community. Can you please send us a screenshot of the prompt you've mentioned so that we can have a visual too? Thanks!

Hey there @"jgoshawk" - sorry to hear about this. Can you please let us know the exact OS version of your devices and the version of the Dropbox desktop app too? Have you ensured that this is not caused by an antivirus, a firewall or some VPN/proxy setting? Any additional information or screenshots are more than welcome! 

Could you send us a screenshot of how this folder looks like on the website too @"Paul D.4"?

Hey @"pedruz68" - I just sent you an email, so please have a look at your inbox and we'll take it from there. --- Ciao @"pedruz68", ti ho appena inviato un'email, dai un'occhiata alla tua posta in arrivo e da lì ci occuperemo del resto.

Sorry to hear about this @"tkayb13" Are you the one who opened the file requests or are you the one uploading? If you get the same error after clearing your browser's cache or on another browser, could you send us a screenshot so that we can have a visual too? 

Hey there @"Paulguar" - sorry to hear about this. Have you tried using our self-served look-up tool to identify which email address is associated with the charge you noticed? If you did and still have issues or further questions, let us know and we'll reach out via email to the email address that's linked with your profile…

Hi there @"tgreene" - welcome to our Community! Could you please clarify if you're using individual accounts or if you're all part of the same Dropbox team account? If it's the latter, are you a team member or an admin of the team? Also, if you could walk me through the exact steps you take to do this, I'd appreciate it.…

Thanks for the additional information @"alishacomer" Could you try clearing the mobile app's cache and let us know if this persists? A couple of screenshots of what you see on your end would also help! 

Hi there @"TomMunch" - sorry to hear about this. If this persists after rebooting your computer or quitting and relaunching the app, could you send us a screenshot of the app's status so that we can have a visual too? 

Thanks for clarifying that for us @"woodwardjohn" Could you also send us a screenshot of the exact error you're getting so that we can have a visual too? 

Sure thing @"Osmosis6056" - you've got

Is the link pointing to single files or a shared folder perhaps @"ianshere"? If it's the latter, how large is the folder in question? Do you have enough quota on your account to accommodate the share?