Dropbox Basic account is over quota and completely locked

Hey MW999​ - thanks for bringing this to our attention.

If this persists on another browser as well, could you send us a couple of screenshots of what you see and/or the error(s) you get so that we can have a visual too?

Thanks!

Hi Walter, thanks for getting back to me.

I’ve tested this in another browser as suggested and the issue persists.

In both cases the account is over quota and I’m unable to view or delete my cloud files.

This also happens in the mobile app and desktop client.

I’m not requesting more storage — I only need a way to delete files to bring the account back under quota.

Thanks for taking a look.

Screenshots attached showing the blocked Home and Deleted Files pages.

Hey MW999, I hope it's okay for me to jump in here as well.

When you say "blocked", can you please clarify?

Do you not see the "..." (ellipsis) button when hovering over the names of your files in order to delete them?

Also, it doesn't look like you have many files in your account; have you checked your backups page or your shared folders to see if they are taking up your space instead?

Hey MW999! Did you get to see Hannah’s last post, by any chance? 

From a quick look at your previous screenshots, your Home and Deleted Files pages don’t seem to be blocked to me neither, so feel free to let us know more details on what’s happening exactly and we’ll be glad to assist.

Hi Hannah,

you said: "Do you not see the "..." (ellipsis) button when hovering over the names of your files in order to delete them?"  The problem is that I can't see any files over which I might hover. The overwhelming bulk of my storage is "backup", sure, but I had assumed my backup was indeed composed of files. I can't drill down into the big blue bar indicating the size of my backup to examine it so I can't delete anything. So (pehaps because I am unable to effectively work with my account due to lack of familiarity with the interface, which I feel is incredibly difficult to navigate) I still feel effectively locked out from my account. BTW I have just attempted to delete the Garmin device from my backup since I think this is the source of the overfilling.

MW999 wrote:

The overwhelming bulk of my storage is "backup", sure, but I had assumed my backup was indeed composed of files.

Backups are accessed through the Backups page. Backups aren't stored with your regular files since you would normally only access a backup when you needed to recover it.

Hi MW999!

I'd also suggest taking a look at your Backups page as Rich suggested, since the culprit of this could be located there. Can you have a look and let me know what you find?

I went to the backups page and I get the msg "No backups here at the moment". The info box says:

Info

Location

Backups

Size

0 bytes

Number of files

0

Thanks for checking MW999!

Can you send me a screenshot of what your plan page reports at the moment? Thanks!