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Forum Discussion
I can't access my Dropbox files as the "Upgrade your plan" prompt keeps appearing.
When I log into Dropbox I see the home screen for about 3 seconds then the "Upgrade your plan" screen appears. I select basic plan again and then it reloads the home screen and about 3 seconds later it again loads the "upgrade your plan" screen and forever cycles through this process. I can't get into my documents. I only have about half a gigabyte of space used. this is so stupid.
16 Replies
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- Nancy
Dropbox Community Moderator
Sorry to hear this, Noleafcloverx.
Can you send me a full screenshot of what you see exactly when trying to access your Dropbox files?
I’d also like an extra screenshot of what you see here.
Let me know when you’re ready.
I'm sorry but this is so frustrating. You guys always ask for all these screenshots and information and then you never follow up and never resolve anything. What is happening is EXACTLY as I described. I get into the main screen of dropbox, where I can see all of my folders. Then after about 2 seconds I get the screen that comes up and forces me to choose a new option for my dropbox account. I rechoose "basic" because I only have .05 GB being used. Then I get back to the main screen and I can see my folders again for about 2 seconds and then again it cycles me back to the same "Upgrade your account page". It does this over and over and over again. Your basic plan is broken. That is the problem. Here are the screen shots.
This is the page that constantly pops back up
- Hannah
I'm really sorry to hear about this experience, Noleafcloverx.
Rest assured that we'll do everything we can to resolve this for you.
Have you tried logging in to your account from a different browser or a private browsing/incognito window, to see if you get a different behavior?
Yes. I've done it on 3 different computers, both in and out of incognito mode.
I just tried it on my phone (android) and it works as it should.
- Megan
Hey Noleafcloverx, thanks for the info!
It might have something to do with the browser's cache. Have you tried clearing it, to see if the behavior remains the same?
- I'll try it, but if that was the case, why would it do it on 3 separate computers?
- Megan
You have a great point there, but maybe it has to do with a browser's bug or the cache there Noleafcloverx.
In any case, I want to rule it out entirely but if this doesn't work either, we'll troubleshoot further.
- Clearing cache and cookies did not work.
- Walter
Thanks for clarifying that for us Noleafcloverx
As a last step, could you try logging out of your account and then back in and let us know if you still get the same results?
If the issue persists, we'll reach out via email to investigate further.
