Error when trying to access my files on the website

[Wilson6]

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 sleeping dog on purple cushion. I've reluctantly upgraded my storage, but the error remains. Any thoughts on how I can access my account?

[Wilson6]

Hi Jay, here it is

[Wilson6]

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?

[Wilson6]

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?

[Wilson6]

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.

[Wilson6]

Hello Nancy, the screenshot is below. It refers to a shared 'student folder' which holds excel files.

What it doesn't show is the Yes Futures 'dropbox sign' document I referred to above (to Hannah) and which led to the email from Dropbox indicating I was over the free storage limit.

Re the photo page, I can't seem to upload a video but before it turns into the sleeping dog gif, there seems to be a grid of grey boxes, which I assume would be photos if they were visible.

[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?