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Forum Discussion
Lost my account and files
I was trying to log in yesterday through mobile app but I was directed to sign up. I tried reseting my password instead. After successfully resetting my password, it turned out to be a new account with welcome message and product tour. All my information details, profile photo are gone and plans was back into 2gb storage and all my stored files was gone. Empty account! I didn't receive any email notification from Dropbox prior this incident.
- Mark
Super User II
How long ago did you last use the account?
Upon checking my browser's history, my last log in was in October 17, 2024. So I wonder why Dropbox deleted my account???
Can't remember exactly but I think around September of this year, I made a quick visit. Please help me. I kept all my files here. Files that I've been treasuring since 2008...
- Mark
If it was under a year they should be on the account still - what is www.dropbox.com/events showing?
If that is BLANK then one of two things has happened..... its either a brand new account and you accidentally created one instead of using a one you had OR it was over 12 months since you logged in and so your account has been wiped for inactivity.
It says "You added the app Dropbox" and then the date and time yesterday "22/11/2024 4:30pm".
How come my account was wiped for inactivity without sending me any email notification? The most recent email I received was from yesterday saying "You've successfully reset your password" and "We noticed a new sign in to your account".
- Helen DBX
Dropbox Staff
Hello nomadshot
Helen from Dropbox here. Thanks for reaching out about this.I see what’s happened here; you started a trial team in 21-Sep-2023 and decided not to proceed to a paid team and so the team subsequently entered a locked state.
Can you please delete the NEW account you created with the your email address and I will then help you get your original account back.
I’ll send you and email and you can reply when the new account is deleted. I look forward to assisting you further there.
Best regards,
Helen
The Dropbox Team
https://www.dropbox.com/help- Helen DBX
Hello nomadshot
Thanks for reaching out.
I've sent a reply to the ticket thread we're working on. (No. 24515766).
You just have to verify your email address. You're back into the original account with all the data.
I hope this information helps, however if there is anything more I can do to assist you, please let me know and I would be more than happy to help.Best regards,
Casey
The Dropbox Team
https://www.dropbox.com/help
https://learn.dropbox.com/video-library
https://learn.dropbox.com/self-guided-learning
