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Forum Discussion
MY ENTIRE ACCOUNT HAS DISAPPEARED!!!
I’ve been trying to contact DB for MONTHS now - with no response at all.
ALL OF MY CONTENT HAS DISAPPEARED!!!! My entire years and years of collecting content . . . .
I have 2 DB accoun...
Hannah
Dropbox Staff
Dropbox StaffHey Janexyz, thanks for reaching out to us and sorry to see you're having trouble accessing your account.
You mentioned that after joining the Dropbox Business team, you could access both your account with the same login.
Do you mean that you had paired them and were able to switch between the two on our website?
Or is it possible that you joined the team with your personal account and your files went into the team account?
And do you know if you were removed/deleted from said team?
Let me know and we'll go from there.
Hi and thanks so much for responding!
The two accounts were separate., with different emails, but I could access both with the same log-in info. My personal account did not get merged with the Team account. Both were accessible to me until a few days ago when everything disappeared.
I've contacted the Admin for the Team account. But there's nothing on that account that I care about. It's my personal account that matters.
I have a Dropbox Plus account, that I pay for. That's the important one that has disappeared.
- Hannah
Hey Janexyzz, thanks for the update here.
I see that your latest reply is coming from a second account; is that your Dropbox Plus account?
If not, since you're still paying for it, can you use our payment lookup tool, to find which email address is associated with your Plus account, so you can access it and see if you can locate your files?
Hannah -
The DropBox Plus account is the [removed per the Dropbox Community Guidelines] email.
I now (mistakenly) have two different user names also: janexyz and Janexyzz. If you can get rid of one of those, that would be great.
This is so confusing and frustrating! Thanks for helping.
- Jay
Hi Janexyz, if the deleted files aren't visible on the deleted files page, then it wouldn't be possible to recover the files, even on our end, unfortunately.
When you say it's a business account, what plan are you on when you visit this page? Could you also do this for the other account you own?
BTW, I have no idea which account I'm posting from. DropBox seems to have made me an entirely new account. I think that's the root of the problem.
- Megan
Hi Janexyz, I'd love to clarify a couple of things.
First of all, you mentioned that you had two accounts, and that you used to access them both with the same log-in info. That isn't possible, I'm afraid.
Each account has a unique email address tied to it. Now, since you managed to locate the Plus account, have you tried the email address to access it?
If you don't remember the password, you can request to reset it, as long as you have access to the email address.
What I mean by accessing 2 accounts with the same log-in, is that, when I logged in with my [removed] email, I could also see the FSI folders.
Now, when I try to log in with the [removed] email, I get the Home page with nothing on it. (I just reset my password to be sure I'm using the right one.)
Same with the email: [removed] - reset the PW to be sure. It's almost empty. It used to have a lot of folders.
Yes, I've tried to access the account with the right email and password.
[personal info removed per the Dropbox Community Guidelines]
