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Janexyz's avatar
Janexyz
Explorer | Level 3
2 years ago

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...
Account Access
dropbox business
Team member
Janexyzz's avatar
Janexyzz
Explorer | Level 3

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's avatar
Hannah
Icon for Dropbox Staff rankDropbox Staff
2 years ago

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?

  • Janexyz's avatar
    Janexyz
    Explorer | Level 3
    2 years ago

    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's avatar
      Jay
      Icon for Dropbox Staff rankDropbox Staff
      2 years ago

      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?

      • Janexyz's avatar
        Janexyz
        Explorer | Level 3
        2 years ago

        Hi - 

        Thanks for responding.

        There's nothing in the trash for either of the 2 accounts that used to exist. 

        Looks like I've lost everything. So much for DropBox being reliable.

        Thanks,

        Jane

         

         

         

  • Janexyz's avatar
    Janexyz
    Explorer | Level 3
    2 years ago

    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.

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