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Forum Discussion

SQ1's avatar
SQ1
Explorer | Level 3
6 months ago

I logged in today, and everything was gone.

I took over a Dropbox Account for another member at my work over 8 months ago. We use the Dropbox regularly. I logged in today and everything was gone. No files. No deleted files. Empty. I also notic...
Restore
SQ1's avatar
SQ1
Explorer | Level 3
I will look into this now. Maybe see if I can find another version of support via Dropbox also. I greatly appreciate the help. May be worth mentioning that I did a password change a little over week ago and received emails just fine.
Helen DBX's avatar
Helen DBX
Icon for Dropbox Staff rankDropbox Staff
6 months ago
Hello SQ1 

Helen from Dropbox here. Thanks for reaching out. 
 
I hope you don't mind me jumping in here.
 
I see the issue! The original account with the email you are currently using, had an email change on 2023-06-05.
 
So, that account is still active, but under a different email address.  Try logging in with a different email address you have. If you can’t remember the other email address, check your inbox around that date and you will see an email change notification from no-reply@dropbox.com.
 
If you have a paid Dropbox subscription, you can look up a credit card charge here:
If there’s an account associated with the payment information, you’ll see the email address at the end of this process.
 
Finally, sharing an account is not recommended and comes with certain risks. 
 
I hope this helps!
 
Best regards, 
Helen 
The Dropbox Team
  • SQ1's avatar
    SQ1
    Explorer | Level 3
    6 months ago

    Helen, 

    Thank you for this. I was able to look up the email based on the billing statement. I tried to log in under that email address but no passwords were valid so i have submitted for a password reset. However, the issue is no matter what email i use, i am not receiving any email verifications or password reset options from the "no-reply@dropbox.com" email. I successfully updated my password and changed the name on my account on 7/2/24. I have all the emails. I also want to note... the pro account is up for renewal again on 8/09/2024.

  • Helen DBX's avatar
    Helen DBX
    Icon for Dropbox Staff rankDropbox Staff
    6 months ago

    Hello there, 

    Thanks for your reply.

    We've just created email ticket number 23989865.

    I appreciate your patience and we look forward to your response on email. 

    Best regards, 
    Helen 
    The Dropbox Team
  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II
    6 months ago

    SQ1 I'd also just point out that sharing an account is against the Dropbox terms and conditions and can cause an account to be banned and permanently removed (including the loss of all data). 

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