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?

[Hannah]

Hi there, @Wilson6, thanks for bringing this to our attention.

Are you getting the same behavior if you access your account from a different web browser or a private browsing window?

Keep me posted.

[Wilson6]

Hi, unfortunately yes. I've tried accessing my account via a windows edge browser, mac safari and chrome and also via my iphone. I've also downloaded the app on my laptop. No solution yet. 

[Hannah]

Hmm, that's strange.

You mentioned that you could see the photo grid briefly; by "photo grid" are you referring to this page or your "all files" page?

A screenshot of the error you're seeing, would also be really helpful, if you could send us one.

[Wilson6]

Hi Hannah, thank you for helping, it's really appreciated. It appears on the first link. I upgraded the storage this morning, but I'm not sure that any files have been made available. Could this be because it's been a couple of years since I used the account? This was a freelance account I used for my volunteer work.

[Hannah]

No problem, Wilson, happy to help! 🙂

Hmm, if it had been years since you used the account, the account would probably be deleted, as inactive accounts get automatically disabled after 12 months.

Do you remember being prompted to sign up instead of signing in to your account?

Also, do you see any files in the "all files" page at all?

[Wilson6]

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]

Is the email address that this email was sent to, the same as the one you see here?

[Wilson6]

yes that's the right one

[Jay]

Hi @Wilson6, could you attach a screenshot showing this page on your account?