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

[isabelle asking questions]

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 option in links I send to other people (this option is grey, I cannot click it.

[Hannah]

Welcome to our Community, @isabelle asking questions.

Are you currently on a paid Dropbox Essentials plan or a trial one?

Can you check if you get the same behavior on a different browser or a private browsing/incognito window?

Let me know and we'll go from there.

[isabelle asking questions]

Hi Hannah

I’m on a trial. I want to try the essentials plan before starting to pay for it.

Yes, this keeps happening.

[Hannah]

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?

[Mark]

If you are on a trial you cannot usually get paid support - you have to have paid for that to get it. 

Links are often not retroactively editable, so try re-creating it and sharing a new one and THEN you should be able to set up the rules around the download; note, however, if you cancel the trial or don't pay, the download settings will be lost.

[isabelle7890765]

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]

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]

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]

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?