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New member | Level 2

17 days ago

The account appears to have been deleted without a warning.

Hello, I hope someone can help. I have had a dropbox account going back many years, and have been using it to upload family photos (and camera uploads automatically from my phone). In October last ...

New member | Level 2

17 days ago

Hello—thank you for your message!

No, I didn't receive any warnings re: deletion. Yes, I'm signing in with the correct email address; I checked through my inbox to triple check I was using the right one, the one that I received emails about re: the downgrade. I am.

I'm just thinking, surely they have backups, right? They must. Surely my files are on a server somewhere... They must be. There has to be a way to roll things back or recover files. Even if there was a fee, I'd pay it!

Megan

Dropbox Staff

17 days ago

Hey chlojito & Sivmo, thanks for posting here!

Also, do you recall when was the last time you accessed your Dropbox account, by any chance?

Is it possible that you opened a new account, instead of logging into your old one? I'm asking because it sounds like this might be the case.

Do you see any signs of your files in your events page by the way? If it's a brand new account, it'd most likely seem empty.

Keep me posted, and we'll take it from there!

Sivmo
Explorer | Level 4
17 days ago
I used it last, last month. When i went into the app, it had logged me out, i tried logging in, for it to say wrong password. Then i pressed forgot password and it created a new account for me. I am 100% sure that’s the email i have used before. It’s a completely new account. The restore function does not work as it says nothing to restore. Please help.
- Megan
  Dropbox Staff
  17 days ago
  Hey Sivmo, have you tried searching for any Dropbox related email in your inbox?
  
  Checking for any old devices, that might still be linked with the old Dropbox account that you were using might also do the trick.
  
  If this doesn't work either, I can send you an email in order for us to look into this.
  - Sivmo
    Explorer | Level 4
    9 days ago
    I have, but that email address like I said, created a new account unfortunately.
    
    that would be great as I still have hope this can be recovered! 🥹
Clairecox
New member | Level 2
17 days ago
Hi. I have the same. I was only in it a few weeks ago, even possibly last week. It's not a new account as the login and password are all saved to my computer. Please help.
chlojito
New member | Level 2
16 days ago
Hi Megan,
I don't recall the last time I accessed my account; I have it linked to the app on my phone so the camera uploads happen automatically—does that count?
I tried to log in using my usual email/password combination, and it appears to be a brand new account now, with no files at all. No signs of anything in the events page; as in, there are zero events, it's a blank slate.
I'm so frightened I've lost everything; I've already started grieving all those lost memories. Please, can you let me know if there's any way we can roll things back? Surely they're all still on a server somewhere? I used to pay for the account, and I've had it for many years, maybe there's a backup somewhere?
I can't have lost everything. I don't know what I'll do. Please let me know?
- Jay
  Dropbox Staff
  16 days ago
  HI chlojito, when you say you had it connected to your phone, do you mean prior to the recent login?
  
  From what you've described, it sounds like the account has been deleted, meaning that it wouldn't be possible to recover the account or the files within.
  
  Do you have any other devices that could've been connected to your account prior to now, in order to try to recover any local data from there?

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account appears to have been deleted without a warning.","id":"message:829299","revisionNum":3,"repliesCount":16,"author":{"__ref":"User:user:1910174"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:101001013"},"conversation":{"__ref":"Conversation:conversation:829299"},"readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:829299"},"body@stripHtml({\"truncateLength\":200})":" Hello, \n I hope someone can help. I have had a dropbox account going back many years, and have been using it to upload family photos (and camera uploads automatically from my phone). In October last ...","body@stringLength":"941","rawBody":"

Hello,

I hope someone can help. I have had a dropbox account going back many years, and have been using it to upload family photos (and camera uploads automatically from my phone). In October last year, I received an email saying my account had been downgraded as a payment for my plan hadn't gone through—but my inbox is a mess, so I only just saw it this evening.

The email said it was downgraded but that my files hadn't been deleted. There was nothing about deletion. However, when I logged in tonight, it's like a brand new account... No files at all, no event/account activity.

Has anyone had a similar situation? I'm so frightened that I've lost everything, as this was my backup. I don't know what I'll do if I can't recover my files. That's my wedding, my deceased family members, my whole life going back to 2012...

Any assistance at all would be so appreciated. Thank you in advance!

","kudosSumWeight":1,"postTime":"2025-04-06T17:37:03.308-07:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjUuM3wyLjF8b3wxMHxfTlZffDE","node":{"__typename":"Tag","id":"tag:Account Access","text":"Account Access","time":"2022-07-26T01:46:15.468-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuM3wyLjF8b3wxMHxfTlZffDI","node":{"__typename":"Tag","id":"tag:Delete","text":"Delete","time":"2020-04-16T05:31:32.857-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuM3wyLjF8b3wxMHxfTlZffDM","node":{"__typename":"Tag","id":"tag:restore","text":"restore","time":"2022-07-26T01:00:16.034-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:829299_3"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":116},"visibilityScope":"PUBLIC","canonicalUrl":"","seoTitle":"","seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"customFields":[]},"Conversation:conversation:829299":{"__typename":"Conversation","id":"conversation:829299","solved":false,"topic":{"__ref":"ForumTopicMessage:message:829299"},"lastPostingActivityTime":"2025-04-15T01:59:31.853-07:00","lastPostTime":"2025-04-15T01:59:31.853-07:00","unreadReplyCount":16,"isSubscribed":false},"ModerationData:moderation_data:829299":{"__typename":"ModerationData","id":"moderation_data:829299","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:829299_3":{"__typename":"Revision","id":"revision:829299_3","lastEditTime":"2025-04-07T02:35:02.005-07:00"},"ForumReplyMessage:message:829337":{"__typename":"ForumReplyMessage","id":"message:829337","conversation":{"__ref":"Conversation:conversation:829299"},"author":{"__ref":"User:user:1148275"},"revisionNum":3,"uid":829337,"depth":3,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001013"},"subject":"Re: The account appears to have been deleted without a warning.","readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:829337"},"parent":{"__ref":"ForumReplyMessage:message:829334"},"body":"

Hey chlojito & Sivmo, thanks for posting here!

Also, do you recall when was the last time you accessed your Dropbox account, by any chance?

Is it possible that you opened a new account, instead of logging into your old one? I'm asking because it sounds like this might be the case.

Do you see any signs of your files in your events page by the way? If it's a brand new account, it'd most likely seem empty.

Keep me posted, and we'll take it from there!

","body@stringLength":"1190","rawBody":"

Hey & , thanks for posting here!

Also, do you recall when was the last time you accessed your Dropbox account, by any chance?

Is it possible that you opened a new account, instead of logging into your old one? I'm asking because it sounds like this might be the case.

Do you see any signs of your files in your events page by the way? If it's a brand new account, it'd most likely seem empty.

Keep me posted, and we'll take it from there!

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I used it last, last month. When i went into the app, it had logged me out, i tried logging in, for it to say wrong password. Then i pressed forgot password and it created a new account for me. I am 100% sure that’s the email i have used before. It’s a completely new account. The restore function does not work as it says nothing to restore. Please help.

Hey Sivmo, have you tried searching for any Dropbox related email in your inbox?

Checking for any old devices, that might still be linked with the old Dropbox account that you were using might also do the trick.

If this doesn't work either, I can send you an email in order for us to look into this.

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I have, but that email address like I said, created a new account unfortunately.

that would be great as I still have hope this can be recovered! 🥹

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Hi. I have the same. I was only in it a few weeks ago, even possibly last week. It's not a new account as the login and password are all saved to my computer. Please help.

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Hi Megan,

I don't recall the last time I accessed my account; I have it linked to the app on my phone so the camera uploads happen automatically—does that count?

I tried to log in using my usual email/password combination, and it appears to be a brand new account now, with no files at all. No signs of anything in the events page; as in, there are zero events, it's a blank slate.

I'm so frightened I've lost everything; I've already started grieving all those lost memories. Please, can you let me know if there's any way we can roll things back? Surely they're all still on a server somewhere? I used to pay for the account, and I've had it for many years, maybe there's a backup somewhere?

I can't have lost everything. I don't know what I'll do. Please let me know?

HI chlojito, when you say you had it connected to your phone, do you mean prior to the recent login?

From what you've described, it sounds like the account has been deleted, meaning that it wouldn't be possible to recover the account or the files within.

Do you have any other devices that could've been connected to your account prior to now, in order to try to recover any local data from there?

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