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Forum Discussion
I was required to reset my password and now I can't find my files/paid plan.
I have a paid plan (2TB). I was forced into a password change last week, and since then all files and folders are gone from my Dropbox account, and when I login, it shows that have 2MB, not 2TB.
All the files are still in the Dropbox folder on at least one of the computers linked to the account; it just appears that the account has reverted to the free account.
How do I fix this?
- Nancy
Dropbox Staff
Hey martin49, welcome aboard the Community!
From what you mention, there’s a high chance you’ve set up a brand new Dropbox account, which is why you don’t see your files when logged in to it.
The computer that still shows your old Dropbox files, does it also show your paid account and previous email address? You can check this this way and then compare that email address to the one you see here. Are they the exact same?
Let me know what you find.
I have been offered no solutions yet. It's extremely frustrating to have a problem like this and no options for support…
Yes, the email addresses are the exact same (removed).
This is NOT a new Dropbox account; it's been active for at least 12 years and has been a paid account for about a decade. Please offer some sort of solution or explanation. If I cannot get this account back working as it should in short order, I'll be happy to take my online storage dollars elesewhere. It's extremely frustrating that I cannot resolve this issue with a simple phone call; I just need to find out if the files can all be restored somehow, and how to go about making this a paid account again.
[personal information removed per the Community's Guidelines]
- Rich
Super User II
martin49 wrote:
I was forced into a password change last weekHow were you forced into a password change? Did you receive a message saying your password expired? Was there some other error message? What, exactly, happened to force you to change your password?
Yes, the email addresses are the exact same (removed).Just to be sure, there are no extra dots or other characters in the email address? I ask because some mail providers allow multiple addresses to go to the same account. For instance, firstlast@email.com could be the same account as first.last@email.com, but to any other service they would be separate accounts. We see that a lot here.
This is NOT a new Dropbox account; it's been active for at least 12 years and has been a paid account for about a decade.Please take a look at your Events page. Is there any account activity listed from before you changed your password?
