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isabelle asking questions's avatar
isabelle asking questions
Explorer | Level 4
2 months ago

Cannot ask for support / disable download option on a link with Dropbox Essentials

When I log into my account (Essentials) Chatbot can't help me since he says I do not have a paying account, I do. The main reason I wanted to ask for help was that I can't deactivate the download...
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Hannah's avatar
Hannah
Icon for Dropbox Staff rankDropbox Staff

Of course, Isabelle, I totally understand.

 

May I ask, are you trying this on an older link, that you had before the trial started or a new one that you created while on trial?

 

Also, are you able to see and click on the other options, like adding an expiration date or a password?

isabelle7890765's avatar
isabelle7890765
New member | Level 2
2 months ago

Hi Hannah,

 

I tried a new link, a new tab, incognito.
'link to view' I can now adjust to 'enable downloading'.

But the person I send it to can still however download files.

 

Yes, I can see the other options you mentioned

 

I keep on having more questions. Is it possible to talk to someone one-on-one?

Right now, it feels like a lot.

 

  • Hannah's avatar
    Hannah
    Icon for Dropbox Staff rankDropbox Staff
    2 months ago

    Hey isabelle7890765, thanks for your reply.

     

    Do you mean that the recipient of your link saw a "download" button on the link, even though downloads were disabled?

     

    Is that what you see on your end as well, if you open the link through an incognito window?

     

    Also, currently, the support options available to you, depend on your plan, but we can discuss anything you need here, as long as it doesn't require account specific info.

    • isabelle asking questions's avatar
      isabelle asking questions
      Explorer | Level 4
      2 months ago

      HI Hannah,

       

      Yes, the other account keeps having the option to download, in shared files in Dropbox, after several new attempts on my part to disable. they are both my accounts so I am switching between them.

       

      As mentioned before, I have the Essential plan. For now I keep having more questions than answers. It has been a week & I have come no further. 

       

      • Megan's avatar
        Megan
        Icon for Dropbox Staff rankDropbox Staff
        2 months ago

        Hey isabelle asking questions, I'd love to have a visual of this too, if possible.

         

        Would you mind sending us a few screenshots of your plan page on the Dropbox account that you're failing to disable downloads, along with one screenshot of the link's settings?  

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