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Forum Discussion
I can't see files on new phone
I purchased a new phone and the app transferred, and I can open my account, but I can't see any of the existing folders.
maw83 wrote:
The original email was changed, but I'm not sure if it accually changed in the Dropbox system.
If you changed your email address you need to update your Dropbox account yourself. It doesn't know that your email changed so it can't update your account automatically. If you didn't update the email address on your account, then try signing in with the old email address.
Unfortunately, I have my Dropbox password saved in my Dropbox, so I have a problem.If you don't know your Dropbox password then you'll need to reset it, but that requires that the email address on your account is up-to-date. If your account is still using your old email and you no longer have access to it, you won't be able to receive the reset information.
Currently the account shows there are no files in my account.You are most likely signed in to a different account. Try to sign in with your old email address.
I can't find a phone number to talk to someone ...There is no phone number. Phone support is available to Business accounts, and it's provided by a callback initiated through the Admin console. All others can find the support options available to them on the Support page. If you're on a Basic account, you're limited to the self-help options (Help Center and chat bot) or posting on these forums.
- Rich
Super User II
maw83 wrote:
I purchased a new phone and the app transferred, and I can open my account, but I can't see any of the existing folders.
Can you see anything in the account or is it completely empty? If it's empty, it sounds like you created or signed in to a new, empty account, instead of your original account. Make sure the email address you used to sign in with is the same one that you used on your older phone.
Thanks for the feedback. I appreciate the help. I have an issue with the email. The original email was changed, but I'm not sure if it accually changed in the Dropbox system. I know I saw this email address linked to something not long ago. Unfortunately, I have my Dropbox password saved in my Dropbox, so I have a problem. Currently the account shows there are no files in my account. I can't find a phone number to talk to someone, but I'm really struggling. I really need the passwords that are in my account.
- Rich
maw83 wrote:
The original email was changed, but I'm not sure if it accually changed in the Dropbox system.
If you changed your email address you need to update your Dropbox account yourself. It doesn't know that your email changed so it can't update your account automatically. If you didn't update the email address on your account, then try signing in with the old email address.
Unfortunately, I have my Dropbox password saved in my Dropbox, so I have a problem.If you don't know your Dropbox password then you'll need to reset it, but that requires that the email address on your account is up-to-date. If your account is still using your old email and you no longer have access to it, you won't be able to receive the reset information.
Currently the account shows there are no files in my account.You are most likely signed in to a different account. Try to sign in with your old email address.
I can't find a phone number to talk to someone ...There is no phone number. Phone support is available to Business accounts, and it's provided by a callback initiated through the Admin console. All others can find the support options available to them on the Support page. If you're on a Basic account, you're limited to the self-help options (Help Center and chat bot) or posting on these forums.
- I have a new smartphone and new emailadres, now in dropbox all my files are gone , how can i get my files back
- Rich
Ritchichi wrote:
I have a new smartphone and new emailadres, now in dropbox all my files are gone , how can i get my files backDid you change the email address on your account, or did you just sign in with the new email (which likely created a new, empty account).
Sign out of the Dropbox app on your phone and then sign in with your old email address. If needed, you can change the email address on your account by following the information in this help article.
Hello. I recently got a new phone and logged into my dropbox account and noticed that all my photos/files are missing. This includes my wedding photos. I went to update my plan so I could see about recovering them, but my phone states that I am already paying for the Plus plan and will not let me add it, however, inside the app it only shows that I have the basic. Can someone please help, as I really want to recover those missing photos/files.
Thanks!
- Hannah
Dropbox Staff
Hey Abeard3, thanks for reaching out and sorry to see that you can't find your files.
Is it possible that you created and signed into a new Dropbox account instead of your older one that has your files in it?
Can you check any possible email accounts that you have for emails from Dropbox, to see if that's a possibility?
- Hi Hanna. I am very sure that it’s the same email. It’s the only one that I have. Any other suggestions?
