Megan Dropbox Community Moderator

Hi @"cranerr", thank you so much! Can you also check and let me know for the app's syncing status, please? Also, in the right folder (the one you download to your external hard drive) do you simply download the folder from the website? 

Hi @"quangtam159", thanks for the info! In regards to your ticket number, you should have received a transcript of the chat in your email address, the one linked to your Dropbox account. You can contact support by visiting this page. Now, as for the icon, have you by any chance tried re-installing the app to the device?…

Hey @"jawan"! Just sent you an email, please have a look and respond back to me, in order for us to work closely on this. Thanks!

Hey @"cranerr", do you use the Backup feature by any chance? What is your app's syncing status while we speak? If there's a way that you can blur or hide any personal info, and send me the screenshots, I would be most grateful!

Hey @"PDub81", sorry to jump in here! Can you try an advanced re-install on your end, and let me know how it goes?

Any time, @"Kmccullough1948"! If you have any other questions, I'll be happy to answer them! 

Hi @"jawan", thanks for posting here! Have you by any chance tried an incognito mode on your browser? If you haven't, would you mind giving this one a go? Thanks a bunch! Let me know how it goes. 

Hi @"mimicohero", I hope you're having a great day so far! It's important to note, that Dropbox wouldn't know if the associated email to the account has been deleted. If you can remember the email, and password you should be able to access said account. Have you tried it? Let me know, and we'll take it from there! 

Hi @"AggieK", how are you today? Have you made sure your app is running? What is its syncing status while we speak? Keep me posted! 

Hi @"Dibbs", does the app give you an error when it crashes, or is it a silent crash? 

Hi @"HealthFreak", I hope you're doing well! Feel free to have a look here, in regards to your question. If you have more questions, I think the best way for you to have an insight would be to check with the respective app on their end. Cheers!

Hi @"Dissed off User NZ", I'd be happy to help! Is it possible that you accidentally upgraded the wrong Dropbox account? Have you tried using our self-serve look-up tool, in order to locate the charge, and check the email behind the account? Keep me posted on the results! 

Hi @"cranerr", let's jump into this! Which size do you see on the downloaded content, versus on the website? Can you send me a few screenshots, so I can have a visual on this? Keep me posted!

Hi @"Sara Heath", how are you today? It sounds possible that you upgraded a different account than the one you're using. Have you tried contacting Apple in order for them to help you locate where the charge is coming from? Keep me posted!

Hi @"HK5", welcome to our Community! Is it possible that you have any shared folders or files taking up space to your account? What do you see on your end, when visiting the plan page? Keep me posted, and we'll take it from there!

Hey guys, I hope you're both doing well! I just reached out to both of you via email, in order for us to look into this closely. If you need anything else, let me know. 

Hi @"Dibbs", let's look into this! There's no way to prevent the app from automatically updating, however let's check why the crash might be happening. How many files do you have synced locally to your device? Also, which version of the app do you have installed? Let me know more, and we'll take it from there.

Hi @"gordonharper", I hope you're doing well! Can you send me a few screenshots in order to see the visual you see on your end when searching for sub-folders using the web? Do you notice the same behavior on a different browser too? Keep me posted!

Hi @"ajpeep11", how are you today? Do you notice the same behavior when using a different browser? Keep me posted on the results!

Hi @"YemenShabab", how are you today? Do you notice the same behavior when using a different browser? Keep me posted on the results!

Hey @"dynn", have a wonderful month ahead! For security reasons, I can't preview that link. It'd be amazing, if you could attach the screenshot here, by clicking the little camera icon when you try to respond back to me. Thanks!

Hey there, @"RayhanHosain", happy to help! Is your sharing tab empty as well? Can you check and let me know? Thanks a bunch! 

Hi @"shaross", happy Monday! In order for you to remove your access from the shared folders, you'd need to follow these steps. Want to give this a go, and let me know if you have any questions? Thank you! 

Hi @"Janinec", I'd be happy to help! Do you by any chance refer to our Backup option? Have you checked into your deleted files page, for the missing files? Keep me posted on the results! 

Hi @"Rubicon", sorry to jump in here! Do you have a ticket number reference by any chance, so I can locate it on our system? 

Hi @"Kmccullough1948", how are you today? You can scan content directly to your Dropbox account. Here is how you can do that. If you have any questions, let me know. 

Hi @"myralynn", I'd be happy to help with that! Can you try accessing your app's preferences, then follow the steps shown in this Help Center article on how you can disable Backup? If you struggle with any of the steps, let me know. Thanks!

Hi @"smashprod", happy Monday! Can you send me your ticket number reference, so I can locate it on my end and check the progress on your case? Thanks a bunch! 

Hi @"JalapenoCheese", let's jump right into this! Which version of the app you're using on your iPad, and when did you notice those chances? Keep me posted, and we'll take it from there! 

Hi @"Operations8", happy Monday! Do you use any third-party apps other than Dropbox that have access to your files, such as Google Drive? Let me know more!