Megan Dropbox Community Moderator

Hey there, @"Aurora S." let's jump right into this! Would you mind clarifying your OS, along with the Dropbox version that you're using? You can find this by hovering your mouse over the little Dropbox icon on your menu bar, next to your WiFi. Have you tried uninstalling, or reinstalling the app by any chance? Let me know…

Hey @"Doonesbury", thanks for using Dropbox and welcome to our Community! The email notifications that you keep receiving, is there any chance they’re being sent to an email address that’s different to the one you see here? Did you attempt to upload any files that would exceed the 2GB mark, before you received this email?…

Hi there, @"FabriziaT", let's jump right into this! It sounds like access to your sharing was paused on your account. Have you checked this article to see if any of the files you're trying to share, or have already shared, breaches the Terms of Service? You can also take a look here for more info. In any case I just…

Hey there, @"sarka"! I'm really sorry for the late reply here. Keep in mind that as of October 28th Dropbox Passwords has been discontinued. I'm deeply sorry that we didn't get to troubleshoot further, and that we missed your latest response in order to look into this. If you need something else, please let me know and I…

Amazing news @"larsd888"! 😇 Happy to see that your issue is now resolved! If you need something else, please let me know and I will be more than happy to help every step of the way.

Hey @"WileEWonka", let's jump right into this! Let me reiterate to make sure we're on the same page. It sounds like you're using your mobile and you wish to edit an Excel file that you currently have stored inside your Dropbox account, right? If not, feel free to clarify. When using our mobile app you'll need to install…

Hey @"Shauna1316"! Phone support is only available to Dropbox teams, since it's generated through the admin console. If you need something else, please let me know and I will be more than happy to help every step of the way. 

Hey @"ay98182"! Quick check-in to see if you caught my last reply. Do you need more help? If yes, then I'm happy to assist. If everything is sorted, we'd love to hear what fixed it. 

Hey @"tomdozier"! Hope things are going smoothly! Just wanted to check if you still need a hand. If all's well, let me know. If you need something else, please let me know and I will be more than happy to help every step of the way. 

Hey @"Kismuntr"! You should be able to relink the app to your existing Dropbox folder. During the installation process you should be able to see the 'advanced' setup. This should allow you to choose the parent folder of the existing Dropbox folder as the location for the new install, so as to merge the folders without…

Hey @"Kismuntr"! Signing out and back into the app shouldn't typically affect the status of your files. However, if you notice an increase in your syncing status after signing in, please let me know and we'll proceed accordingly. 

Hey @"MorangeR18", let's jump right into this! As a first step, do you have any third party app, proxy, VPN, firewall, security software, or even ISP/router settings that could be hindering the starting process? If so, then could you try temporarily disabling those? Maybe that will do the trick. While you're at it, can you…

Hey there, @"moussaid521"! I just sent you an email, in order for us to have a closer look into this. Reply back to me, and we'll take it from there. Thanks! 

Hey @"Kismuntr"! Can you also try signing out of the app, and then sign back in? You can always use these steps. 

Hi there, @"Rongal"! You're correct. I know this might not be exactly what you're looking for, however you can always download your backup to another device or drive, and then remove what you want before adding it back to your account. Let me know if you have any other questions! 

Hi there, @"moussaid521" sorry to hear about that! I suggest you take a look at your account's plan page first. What do you see there? Is it possible that you have a second Dropbox account that you accidentally upgraded instead of your main one? To check which account the payments are for, can you please go to this page to…

Hey there, @"NigelClearway" welcome to our Community! The best way to go about this is by following the steps below. Since some of your files are saved inside your Dropbox folder as "online-only", then you'd need to change them to "available offline" first, and then copy or move them to your external ****** drive. Why is…

No worries @"Benjamin Gordon"! I just sent you an email, in order for us to have a closer look into this. Reply back to me, and we'll take it from there. Thanks! 

Hey @"4239", let's jump right into this! The first place you'd need to check is your Backup page online. Do you see the option to delete your backup there? If you're also using the desktop app you might want to check its preferences and more specifically the Backups tab to see what you can find there. Keep me posted on the…

Hi @"Benjamin Gordon"! Just to make sure we're on the same page: you initially mentioned you've tried an advanced reinstall. Did you follow these steps? If this didn't work, I'm going to need to send you an email, in order for us to have a closer look into this. Thanks! 

Hey @"Kismuntr", thanks for the added info! Do you have any third party app, proxy, VPN, firewall, security software, or even ISP/router settings that could be hindering the syncing process? If so, then could you try temporarily disabling those? Maybe that will do the trick. You may additionally keep in mind that it seems…

Hey @"wldbest"! In order to have a better account-visibility I reached out to your Community-linked email address. You can see which one you're using here. Can you check your inbox and reply back to me, in order to investigate further? 

Hey @"Buzon"! Thanks for the heads up regarding the case. I'll be waiting for more info about this. If you need something else, please let me know and I will be more than happy to help every step of the way. 

Hi there, @"Ihacked", sorry to hear about that! I was able to use your Community-linked email address in order to locate your active support ticket. It looks like the case has been handled from one of our agents. If you need something else, please let me know and I will be more than happy to help every step of the way. 

Hi @"MoSn1", happy Monday! Definitely keep an eye out on this, and let us know if the issue resurfaces again. If you need something else, please let me know and I will be more than happy to help every step of the way.

Hey @"Rongal", thanks for posting here! I'd have to agree with Rich here. You should be able to delete the entire Backup, but I don't think you could remove specific directories. What error do you get when trying to remove the directory? Also, what do you see when visiting your Backup page online? Feel free to send me a…

Hi @"Javier P.4", let's jump right into this! It sounds like access to your sharing was paused on your account. Have you checked this article to see if any of the files you're trying to share, or have already shared, breaches the Terms of Service? You can also take a look here for more info. In any case I just created a…

Hi @"wldbest"​, thanks for bringing this to our attention. Do you get any specific errors when you try to share your content? Is it possible that your sharing was paused on your account? Have you checked this article to see if any of the files you're trying to share, or have already shared, breaches the Terms of Service?…

Hi @"jimhill2000", welcome to our Community! When did you first notice this behavior? Also, are we talking about .mp3 files, or some other type? Is it safe to assume that the files preview without an issue when you try to open them online? Feel free to also have a look at the relevant Help Center article. I'd love to have…

Hey there, @"BoomChakaLaka", let's see what we can find about this! Just to clarify, did they install it on a unique computer? Also, did they create a brand new Dropbox account? You can also check this section of Help Center for more info and this FAQ right here. Let me know, and we can take it from there.