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Forum Discussion
Error when trying to access my files on the website
Dropbox emailed flagging I was over my free limit. After logging in, I was planning to delete some photos. Unfortunately I can only briefly see the photo grid, and then the screen changes to a sleepi...
I don't understand why Dropbox then emails me to upgrade my storage: here's a recent email
Hi Wilson,
Warning: You are over your Basic storage limit - New files added to your Dropbox folder won't be accessible on your other devices and won't be backed up online.
To get your Dropbox back to shape, upgrade your Dropbox and get up to 3 TB (3,000 GB) of space plus powerful sharing features.
I upgraded today and still no access to files. I've never received an email indicating my files would be lost. The recent email would infer that upgrading would allow me to use my account and access files. I've recently started volunteering again and files I've e-signed should be visible.
I'm in a bind, not sure what to do next.
Hannah
Dropbox Staff
Dropbox StaffIs the email address that this email was sent to, the same as the one you see here?
- Megan
Hey Wilson6, in regards to the space, I'd have to assume that the shared folder is larger than the 2GB that your Basic plan could support.
Here is how you can find out more about this. In regards to the shared Dropbox Sign document you're talking about (the "Yes Futures" one) how did you receive it?
Was it inside the shared folder, or someone sent it your way? Did you see the file name when visiting your events page?
yes that's the right one
Hi Jay, here it is
is there any hope of recovering my old files and family photos?
- Hannah
Hey Wilson, happy Monday!
From what I can see from your screenshot, it looks like you're using 0/2 TB in your account, meaning, the account contains no files at all.
Was the folder that contained your photos perhaps a shared folder?
Can you see it to add it back to your account from this page?
If not, is it possible that the files are in a different account and not this one?
Hi Hannah, no there was definitely files and photos. What I don't understand is why I would have been receiving emails from Dropbox to increase my storage, if there were no files taking up space, ie:
On 7 Sept I signed a contract that went into Dropbox. Please see the screenshot below. After the document was signed, Dropbox emailed stating I was over my 'free' storage limit. I then paid to increase this to 2T.
Is there any way to recover the old files?
[Removed as per Community Guidelines]
- Jay
Do you see any recent events on your account in order to see if you can recover the files?
Hi Jay, nothing pre-13 Sept unfortunately.
Would there be another reason I was receiving emails from Dropbox about being over my free storage limit, if there's no record of events?
Even though it appears I had received dropbox sign documents on 7 Sept.
- Nancy
Wilson6, can you send me one more screenshot of what you see at your “All files” page here, when trying to access your files?
You also mentioned previously (at this post) that you could see something when accessing Dropbox via your Photos page here (let me know if I’ve misunderstood something though).
I’d like us to gather as much info as possible and investigate this further.
