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Forum Discussion
My Plus account is gone, and turned to Basic. Now it shows all files are missing.
I have a plus account, only one email not a team. For some reason this week it signed me out and suddenly when I log back in, it says I have a basic account and all of my files are gone. I have tried placing a help ticket in everywhere I can. Since it says it is a free account (which my plus is paid for) it will not let me access live chat help. I NEED to get into my files, my entire work life relies on dropbox. I know files are there for 30 days so please help, no one is getting back to me.
- Megan
Dropbox Staff
Hi there emily4768, sorry to hear you're having issues with this.
May I ask how you had upgraded your account in the first place? Was it through an app store on a mobile device or via the website directly perhaps?
If it's the latter, you can try using our self served look up tool to identify the email address that's associated with the charge(s) for your upgrade.
It sounds like you might have created a new account, that's why I suggested this route.
Any additional information is more than welcome!
Hi Megan, I have had a plus account for multiple years. My email address is the same it has always been. It is not that I do not know the email address, it is that now that email address is logging in and saying it is a basic account and ALL my files are missing. The basic account is under the same email the paid one is under so how could two accounts be created?
- Megan
Hey emily4768, you can only have one Dropbox account linked to one email address.
Can you check your events page, and let me know what it reports?
