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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.
Al...
Nancy
Dropbox Staff
Dropbox StaffHey 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.
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?
I do not have a clear recollection of why the password change was forced. It may have been that I attempted to login with an incorrect password too many times.
Yes, the email address is [removed per Community Guidelines]. There are no variations of this email address with dots, spaces, underscores or dashes.
The "Events Page" (I was only able to get to it by following the link the you provided; I could not see how to access it from my Dropbox homepage) displays only this:
Events
You have no activity yet
Again, it is as if this is a brand new account. If the issue is that the credit this account was billed to expired or was changed, I can connect the account to a new card - but before I do that, I want assurance all the files I'm missing can be restored without me having to upload them again.
You, or SOMEONE at Dropbox should be able to tell me what the status of this account is, whether it was a paid account that was for some reason downgraded and how I go about getting my files back.
- Nancy
Hi again, martin49. Since your old Dropbox account is an upgraded one, there’s one more way to go about this.
What I want you to do next is check your bank statement and find the last Dropbox charges you received; is there a 12-digit transaction ID linked to them? If there is, please go to this page and insert it in the given field.
After that, I’d like you to copy paste the email address you’ll see next, open an incognito window on your computer and log in to Dropbox with the same email address. Can you see your old files now?
