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Smilence's avatar
Smilence
New member | Level 2
2 months ago

My files have gone missing unexpectedly

After 13 years of using dropbox, I've discovered that some of the important files in one folder just gone missing. The folder seems to be empty, despite that I know for sure there are gigabytes of data there. 

 

I did not manually delete anything, nothing can be found in the folder history, no deletion history anywhere. In fact, I have not deleted anything from my dropbox in the last 5 years. 

 

The files were there about a few months ago, now the entire folder just disappeared. 

 

Because I'm a Basic/free user, I can't even get to the support team. This is ridiculous. How could Dropbox just corrupt the data of a user? How could Dropbox just delete files without user consent? 

 

Anyone could help me out here? 

Dropbox Basic
File access
Missing Files
Restore
  • Hannah's avatar
    Hannah
    Icon for Dropbox Staff rankDropbox Staff
    2 months ago

    Hi there, Smilence, and sorry to hear about this.

     

    Dropbox wouldn't really delete your files; did you check your emails to see if you received any emails about file deletions in your account?

     

    Also, were those files shared with someone else, or simple, non-shared files?

     

    I'd suggest checking your deleted files, your events and your shared page, in the case that the files were shared.

     

    Let me know what you find.

    • Smilence's avatar
      Smilence
      New member | Level 2
      2 months ago

      Checked and no emails regarding any file deletion;

      Those files were simple, non-shared files;

      Delete files showing empty;

      Events tracking back to a few years showing no deletion events;

      Shared folders are not showing those files as they weren't shared. 

       

      This is just super, super weird. Please help. Thank you. 

      • Hannah's avatar
        Hannah
        Icon for Dropbox Staff rankDropbox Staff
        2 months ago

        Thanks for the update, Smilence.

         

        It is weird indeed. Perhaps it's a browser issue; can you login to your account from a different browser and let me know if you see the same thing?

         

        Or is it possible you're looking in the wrong account?

      • Hannah's avatar
        Hannah
        Icon for Dropbox Staff rankDropbox Staff
        2 months ago

        Hey Creativenap, thanks for the nudge here and sorry to see that your files are missing.

         

        I can see from your ticket number that you're already in contact with our specialists about your issue.

         

        Unfortunately, here on the Community, we don't have access to info specific to your account, so there's not much we can do.

         

        However, you can continue working with the agent that's currently on your case on that ticket, to get to the bottom of this.

         

        We've passed your comments along and raised the priority of the ticket, so you should be getting a response the soonest possible.

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