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Forum Discussion

yanit's avatar
yanit
Explorer | Level 4
3 months ago

My files are missing. How can I recover them?

Hi there, I missed a large amount of files in a few folders (photos and videos mostly) from my Dropbox. I have them synced to my Macbook. I didn't delete any of them and this morning they just disapp...
Missing Files
Restore
yanit's avatar
yanit
Explorer | Level 4

Hi Mark, thanks for the link. I didn't know that, thanks for the info. The page says "We'll notify you through multiple emails in advance. We’ll begin by deleting your most recent files to bring your account within the limit, working backward. " I did not receive any emails from Dropbox. The files that went missing were also old files from many years ago, not recent files. So it didn't make sense. Do you know how I can get the files back? What if I removed the new files that made me exceed my quota?

Nancy's avatar
Nancy
Icon for Dropbox Staff rankDropbox Staff
3 months ago

Hi from me too, @yanit. When visiting the Deleted files page online, did you adjust the filters, so that the results may include several days? Do you see something different then? 

 

If the files aren’t there, can you also use the search bar on www.dropbox.com to look for them?

  • yanit's avatar
    yanit
    Explorer | Level 4
    3 months ago

    Hi Nancy, I did adjust the date filter, but the files were still not there. Same thing with searching for the files on dropbox.com, I looked for the file names, nothing showed up.

  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    3 months ago

    Did you also take a look at your sharing tab by any chance yanit?

  • yanit's avatar
    yanit
    Explorer | Level 4
    3 months ago

    Hi Walter, I just checked and the folders are not there.

  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    3 months ago

    I see, thanks for checking that out for me yanit 

     

    If you made sure that you're looking at the correct account, we can reach out via email to have a further look internally at this point.

     

    While I cannot promise anything, I'll be happy to investigate this further for you. 

  • yanit's avatar
    yanit
    Explorer | Level 4
    3 months ago

    Yes, I'm looking at the right account. If you could look into it, that would be great. Thanks so much.

  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    3 months ago

    No worries yanit - you've got :envelope:

     

    Whenever you get the chance, please have a look at your inbox and we'll take it from there. 

  • yanit's avatar
    yanit
    Explorer | Level 4
    3 months ago

    Hi Walter, my issue has not been resolved but it is marked as done and I'm no longer able to see the ticket. Can you pls advise?

  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    3 months ago

    I can see that you never responded to my email yanit 

     

    Were you able to find the ticket/email from us in your inbox and did you reply there? 

  • yanit's avatar
    yanit
    Explorer | Level 4
    3 months ago

    Oh right, sorry, I just replied to that email. Thanks!

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