Hannah Dropbox Community Moderator

Hey @"TS 2024", I would suggest reaching out to our support team directly, as they'll be able to see info specific to the account and assist you further. To do so: * Open a private browsing/incognito window and go to this page. * Select your issue type and fill out the rest of the form. * Click "submit". Let us know once…

Hey @"deboutwest", thanks for reaching out to us. Can you give us some more info on the situation? How are you adding folders to your Dropbox? Is it with the Dropbox website or the desktop app (through your Dropbox folder)? If it's through your Dropbox folder, are you dragging and dropping the folders or cutting and…

No problem, Carolyn! Do you have access to the backed up device? You can disable the backup, by following these steps. I hope this helps!

Hey @"HS12", are you currently signed in to the account? If so, I believe it would be easier to just download your files, then create a new Dropbox account with the correct email address and upload the files to that.

Hey @"carolynpenn", thanks for reaching out to us. You can see how much space you're using and what kind of files are taking up your space in your plan page here. If it's not the shared files that you mentioned, is it possible that it's backup files that are using your space? Let me know what you find.

Thanks for the ticket number, @"jgoshawk". I passed everything along and once the team has an update for you, they'll let you know.

I'm happy to hear that it worked out well, @"wol1936"! If you need anything else, please let us know. Have a wonderful day!

No problem, @"Hugo Silva", feel free to create a post on the page I linked you in my previous reply and a member of our Portuguese team will get back to you the soonest possible! --------- Não há problema, @"Hugo Silva", sinta-se à vontade para criar um post na página que indiquei na minha resposta anterior e um membro da…

Thanks for the update here, @"jgoshawk". Can you please give us your ticket number, do we can have a look on our end as well? Thanks a lot!

Hey @"LeonF", "rewind" can help you restore your account to the way it was at a specific date of your choice (within your recovery window), but it won't bring back permanently deleted files, I'm afraid.

Olá @"Hugo Silva", já experimentou desinstalar a aplicação Dropbox e reinstalá-la, para ver se este comportamento persiste depois disso? Aliás, se se sentir mais à vontade para discutir isto em português, temos uma equipa dedicada que o pode ajudar em português. Veja aqui. -------- Hey @"Hugo Silva", have you tried…

Hey @"dropmeinbox", if you quit the Dropbox app and try to reproduce this, does the issue persist with the app closed?

Hi there, @"LeonF", thanks for your post today. I'm afraid that permanently deleted files are not recoverable. Once they're permanently deleted, they are removed from our servers immediately. I'm sorry I couldn't help more, but if you have any more questions, let us know.

Hey @"oliviabay", thanks for bringing this to our attention. It's indeed really strange that you're seeing this behavior across multiple browsers. Were these files ones that you (this account) owned? Or were they shared files owned by someone else? What do you see in your events page about this? Also, since this is a…

Thanks for letting us know, @"Wolbok". I just sent you an email, so we can investigate this internally. Cheers.

Thanks for bringing this to our attention, @"bianchiniv". Would you mind sending us a screenshot of that error, so we can have a visual of the issue? Can you also let us know if you're the owner of the folder or a member with edit permissions? And are you trying to share it by inviting these people's email addresses?…

Hey @"Trish S.2", what kind of error did your husband get when he tried to access the folder?

Sounds good, @"jgoshawk"! Noted, and please let us know what you find.

Thanks, Lisa. Have you tried clearing the app's cache or uninstalling and reinstalling it? To clear the cache, open the Dropbox app, tap on "account", then on the gear icon and then on "clear cache".

I hope it's okay for me to jump in here as well, @"jgoshawk". Out of curiosity, is it possible to connect to a different network/WiFi to test if the app works?

Thanks for the additional info here, @"-Lisa-". Can you let us know which version of the Dropbox app you're currently using?

Hey @"DrStan54", thanks for your question. End-to-end encryption applies only to team folders; any other folders in a team account are not included. I hope this clarifies things.

Sorry to hear about this, @"karenap". If you simply quit the Dropbox app (without relaunching it), does the issue persist? Also, what's the sync status when hovering over the Dropbox icon in your menu bar?

Hey from me as well, @"chrisrazzell". The thing is that the Photos tab in your account simply shows all the photos saved in your account. If the photos were deleted from the Photos tab, they'd also be deleted from the account itself. But you're not missing any photos from your actual folders, do you?

Thanks for reaching out to our Community, @"wol1936". I think the issue in this case is the total number of files you're trying to upload, not the size. You're trying to upload them at once, right? Can you try with, say, 2-3k files at a time, to see if that works? Keep me posted.

How about your other Dropbox folder and its contents? The one that doesn't have the Dropbox icon on it.

Thanks, @"Lois Davidson". Please also ask them to make sure they're uploading the files to the correct folder. Let us know what you find.

Hey @"Paulguar", thanks for letting us know. I just sent you an email, so we'll continue investigating there.

Hey @"Creativenap", thanks for the nudge here and sorry to see that your files are missing. I can see from your ticket number that you're already in contact with our specialists about your issue. Unfortunately, here on the Community, we don't have access to info specific to your account, so there's not much we can do.…

Hey @"Paul D.4", thanks for the nudge here. Can you send us a screenshot of the issue and a screenshot of how that looks in your account on dropbox.com? Thanks in advance.