Dropbox won't link to computer

[Benjamin W.]

Apparently I started a free business trial that converted my dropbox to a business account, and as part of the process I created a new personal account and some sort of one member team.  

The trial ended, and I now have to two folders.  One is called Personal and is Dropbox Basic.  The other is  Work and is a Dropbox Plus account. they both share the same 1.0 TB

the software keeps asking me to link my Personal Dropbox, but the folder isn't being installed on my computer.  

What can I do?

I have the latest operating system and dropbox software.  

[Jane]

Hey @Benjamin W., let me ask you a couple questions that will help me determine the best next steps for you!

as part of the process I created a new personal account and some sort of one member team.  

As you mentioned that you've created a second account that's separate from the team, can you let me know whether you had linked them online & across your devices while you still had the Dropbox Business trial account? This should have prompted you to sync both accounts locally on your pc/ Mac. Did you do that at the time?  

 and I now have to two folders.  One is called Personal and is Dropbox Basic.  

Do both folders sync? (Note: You should be able to determine that based on the syncing icons on your files / .)

Please do let me know of the details above & I’ll make sure to get back in touch with you asap. Have a wonderful rest of you day until we talk again!

[Benjamin W.]

Hi. 1. they were linked online, in the web portal i can switch between them.

2. linked across devices? maybe my phone and one other computer, but not this one. so, maybe my main office machine was. it’s 400 miles away.

3. No. the personal folder does not sync. it does not appear to be part of dropbox anymore.

[Jane]

Thanks a lot for your prompt message Benjamin W.  & please accept my apologies for the slight delay in replying. 

As you’ve mentioned that you’ve linked both accounts online, then it’s my understanding that your current scheme is as follows: 

• Account A that was converted from personal to Business. After you downgraded, this should have been your Work account.  
• When you created the Dropbox Business trial, you linked a Personal account online (Account B), that’s on a Basic plan. 

the software keeps asking me to link my Personal Dropbox, but the folder isn't being installed on my computer.  

---

If so, then it’s my understanding that you’ve connected your Dropbox Work folder to your desktop & you’re being prompted to connect your Personal Dropbox account as well. 

Despite the fact that both accounts are linked online, you’ll still have to sign in across your devices to access them there (if you’d like to, of course…). You'll be able to accomplish that once you click on the Dropbox icon in your system tray & navigate on the Account tab, where you’ll be able to sync your second account. For convenience’ sake, I’m just including the steps below: 

(Note: I’m posting the steps for a pc, though you may refer to this resource if you’re using a Mac.)

1. Click the Dropbox icon in your system tray.

2. Click the icon and select Preferences... from the menu.

3. Select the Account 👤 tab.

4. If you already signed in to your work account, select the Personal tab. Or, if you already signed in to your personal account, select the tab with your company's name.

5. Click the Link button.

6. Enter the password for your second account.

I hope that this addresses your initial inquiry & please do let me know here in case you have any more questions or in case I’ve misunderstood your initial description & I’ll follow-up asap. Wishing you a wonderful weekend ahead!

[Benjamin W.]

Hello Jane:  I've obviously already attempted to link the account on the device.  It will not do so.  

So, as it stands, you have the current state of my (paid) account. I cannot access the 'personal' account on my computer.  I cannot not add it from the the system tray, or any link.  Is there a solution short of just adding the contents from my computer to the operational folder and then deleting this new 'personal' account?????

On a seperate note, assuming I am able to end this process with separate folders what's the point of the business folder?  Doesn't it act as a folder that just holds docs for my one (1) person 'team' after I reverted (downgraded is such a harsh word since I purchased a business plan)?

[Benjamin W.]

one last piece of information,  when I attempt the process  a spinning ball presents itself on screen, but the drop box icon never depicts the revolving arrows.  The spinning ball never stops and the progarm eventually fails as non responsive.  

[Jane · Accepted solution]

I appreciate it that you circled back to me here on this behavior Benjamin (@Benjamin W.) with all these additional details, now I have a clear picture of what happened! 

As I’ll need to have a closer look on the info I have on my tools, I’ve already created a support request on our system on your behalf & once you get back in touch with me there, I’ll look into that with you a bit more closely. 

Whenever you have some spare time, please have a look at your inbox for my email & I’ll make sure to promptly follow-up with you more asap. Thanks again for all the time you’ve devoted on that & your efforts!