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The total storage used doesn't match the size of files I see under the All files page.
I'm trying to get my storage down below the 2 GB limit, to go back to the free plan. I've made sure to delete all public files and other folders I wasn't using. I now have only one folder of photos listed under All Files, and the total size listed is 885.1 MB. When I go under the Subscription page, though, it says I'm using 2.2 GB. I initially deleted a huge file of photos, and the total storage number went way down, but now as I try to get it down more, it's like the 2.2 GB won't budge. I've spent hours and hours trying to reduce what I don't need, and I just need to get over the finish line!! It's just so frustrating. Why don't those two numbers match? I just spent over an hour troubleshooting with the Chatbot, with no clear answer...Please help! (Also, why can't I email someone, when it says that's included with my plan?? Infuriating.)
8 Replies
- Helen DBX
Dropbox Staff
Hello,
Nice to meet you!
This is correct as the folder is un-mounted in their account (they’ve left the folder but haven’t deleted it), despite the fact that they are the owner! It's an anomaly for sure!
I'll monitor the progress of the case and follow up with the customer via email if it becomes more complex.
Kind regards,
Helen - Rich
Super User II
You also own an older shared folder (164.8 MB). You can find it in the Shared tab on your homepage.
Hi Helen DBX,
Why wouldn't that shared folder be reflected in the space usage shown on their Plan page? It currently shows Shared files (0 bytes).
- Helen DBX
Hello jojo_59
Helen from Dropbox here. Thanks for reaching out about this. I hope you don’t mind me jumping in.It looks like “Calculate size” hasn’t been selected for that folder, so the total size won’t fully update until it’s prompted.
Please try the following:
- Click the “…” next to the folder name.
- From the dropdown menu, select More → Calculate size.
- The folder size should then update from 885.1 MB to 2.21 GB.
You also own an older shared folder (164.8 MB). You can find it in the Shared tab on your homepage. Please try rejoining the folder, and if you no longer need it, you can delete it.
If you have any further questions, please do let us know.
Best regards,
Helen
The Dropbox Team
https://www.dropbox.com/help - Rich
The Space Usage shown on your Plan page is an accurate account of how much data you're using, and it's indicating that all of your space is being used by your regular files (not shares, backups, etc.).
Are you sure you only have one folder remaining? If so, are you sure it only has 885 MB of data in it? Can you provide a screenshot of this page, as well as a screenshot showing the folder size? Be sure to mask any private information if any is shown (sensitive file names, email address, etc.).
Yes, if I go to that page, on the right hand side under Info it says:
Size: O bytes
Number of files: O
- Rich
All Files, and the total size listed is 885.1 MB. When I go under the Subscription page, though, it says I'm using 2.2 GB.
Have you checked your Backups page?
