We are aware of the issue with the badge emails resending to everyone, we apologise for the inconvenience - learn more here.
Forum Discussion
Lettuce1
3 months agoExplorer | Level 4
My existing Dropbox account disappeared along with all of my files.
Hello I experienced a really strange thing today- Dropbox disappeared from all my devices bar my iPhone where it says ‘signing out’. When I try to sign in from the web my account has gone from a plus...
Lettuce1
Explorer | Level 4
I had a file appeared in my dropbox that I didn't recognise. I thought my wife may have put it there, so I opened it but quickly thought better of it and closed then deleted it. It was a few hours after that when I found dropbox was deleted from all my devices. I later found it had added all my files (although 90% are read only so empty) to my devices in a folder.
When I tried logging back in it wouldn't give me the option to put a password in with my existing email address so I tried the only option it gave me which was of signing up. I put in my existing password and same email address as before. I now seem to have an empty and basic account ( it was previously a plus account and I have emails to prove the upgrade etc).
I now have no way of contacting support as they believe I have a basic account, so at the moment I am completely stuck and have lost a lot of valuable info which I thought was backed up for 30 days with my plus account.
Does anyone know how I can contact support on this?
Megan
3 months agoDropbox Staff
Hey Lettuce1, let me also jump in here!
Let's try one more thing. Since you had an upgraded account, you can try using our self-serve look-up tool in order to check if the email address behind the charge is the same one you used on your end, when accessing your account.
Want to give it a go?
- Lettuce13 months agoExplorer | Level 4
Hi Megan
I tried that and it says 'Can’t locate transaction ID, please submit a Billing Help request.'
Wondering what to try next?
Thanks
C
- Nancy3 months agoDropbox Staff
Hey again, Lettuce1! From a quick look into our system, I can see you managed to log a ticket with our support team.
To make sure they look into this as soon as possible, I’ve left them an internal note on your behalf.
- Lettuce13 months agoExplorer | Level 4Very kind thankyou - I don’t have a ticket number yet
About Security and Permissions
Start a discussion in the Dropbox Community forum to get help with your account security and permissions. Find support from Community members.
Need more support
If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.
For more info on available support options for your Dropbox plan, see this article.
If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!