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Account issues, please help

Account issues, please help

CCB1
Explorer | Level 3
Go to solution

I am hoping someone can be kind and patient as I need help. I wasn't sure which topic to place the post in, if it needs to be placed in a different location, please let me know.

 

I have a free account here as 2 GB is more than I will use. I have 3 files uploaded, the sizes are 108,709 kb, 203 kb, 2136 kb. I do have external hard drives for other files, the drives are NOT connected to the computer. I am assuming something on the computer is synced to Dropbox which is why I am being told my account is full and I need to upgrade. I am not tech savvy, a computer tech, etc. and have no idea how to make changes so this will stop. I have not had this issue until now.

 

Yes, there are a lot of files on my computer but until today, they were not synced to my account here. I'm guessing this is what's going on, I've been reading articles, posts, etc. for several hours and am out of patience and very much need help. I have uninstalled DB, made the mistake of using the chat bot which was useless so now when I go to the website, the chatbot window is still there, will not close.

 

Can someone please help? As I said, this has not been an issue until now. Any help is much appreciated. Thank you.

1 Accepted Solution

Accepted Solutions

Emmet
Community Manager
Go to solution

We can confirm that the most recent releases of Dropbox should have resolved this issue. Users affected by this issue were unable to see all of the backups on their account. This meant that when they believe they deleted some or all of their files, there could still be backups taking up space on their account. This should no longer be affecting users who should be able to see all of their backups.  

 

You can find out deleted information on disabling and deleting backups below:

 

If you disable the backup and choose to "Leave content in Dropbox", your backup content would still be there until it was permanently deleted. 

When you go to the Backups page and see no content, be sure to check the deleted section, too.

You can download the files from this location if you need to store them locally on your device. 

To clear out the data from the deleted backup, follow these steps:

  1. Navigate to dropbox.com/backup/all
  2. Click on Show deleted backups
  3. Select their backup and click on permanently delete

Some users did not have backups, but they were members of shared folders which were taking up space on their accounts. You can remove shared folders using these instructions.

If you are still experiencing quota issues after following these steps, then confirm that we can reach out to you via email and our support agents will look into this with you.

View solution in original post

3 Replies 3

Jay
Dropbox Staff
Go to solution

Hi @CCB1, thanks for bringing this to our attention.

 

It sounds like you enabled the Dropbox Backup feature in the Dropbox desktop application. 

 

Could you first try checking here and disabling the backup from Dropbox using the steps in the above article to see if this helps?

 

Keep me updated with any progress!


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Emmet
Community Manager
Go to solution

Hi @CCB1,

We are actively investigating this issue with our engineering team at the moment, and are advising users to update their Dropbox to the latest version, if they have not already.

The majority of these issues appear to be cause by Dropbox Backup being active, or being a member of shared folders. You can find out how to disable your Dropbox Backup here, and you can remove shared folders using these instructions .

If you are still experiencing quota issues after following these steps, then confirm that we can reach out to you via email and our support agents will look into this with you.

Regards,

Emmet

Emmet
Community Manager
Go to solution

We can confirm that the most recent releases of Dropbox should have resolved this issue. Users affected by this issue were unable to see all of the backups on their account. This meant that when they believe they deleted some or all of their files, there could still be backups taking up space on their account. This should no longer be affecting users who should be able to see all of their backups.  

 

You can find out deleted information on disabling and deleting backups below:

 

If you disable the backup and choose to "Leave content in Dropbox", your backup content would still be there until it was permanently deleted. 

When you go to the Backups page and see no content, be sure to check the deleted section, too.

You can download the files from this location if you need to store them locally on your device. 

To clear out the data from the deleted backup, follow these steps:

  1. Navigate to dropbox.com/backup/all
  2. Click on Show deleted backups
  3. Select their backup and click on permanently delete

Some users did not have backups, but they were members of shared folders which were taking up space on their accounts. You can remove shared folders using these instructions.

If you are still experiencing quota issues after following these steps, then confirm that we can reach out to you via email and our support agents will look into this with you.

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    Emmet Community Manager
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    Jay Dropbox Staff
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