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Lettuce1's avatar
Lettuce1
Explorer | Level 4
3 months ago

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...
Account Access
Missing Files
Nancy's avatar
Nancy
Icon for Dropbox Staff rankDropbox Staff

Hey Lettuce1! From what I can see, your request is currently being handled by our advanced team. Please rest assured they’re looking into your case and they’ll get back to you as soon as possible.

Lettuce1's avatar
Lettuce1
Explorer | Level 4
2 months ago
Thankyou but it’s not very reassuring that I have had no reply yet. I am running out of time until 30 days is up and if my files are still stored somewhere they are soon going to disappear for good. Please can you ask someone to respond so I can atleast get a sense of what is going on?
  • Nancy's avatar
    Nancy
    Icon for Dropbox Staff rankDropbox Staff
    2 months ago

    Lettuce1, from what I can see our team replied to your ticket last week, but you haven’t responded back. Can you please check again and let me know in case you can’t see their answer?

  • Lettuce1's avatar
    Lettuce1
    Explorer | Level 4
    2 months ago

    Hi Nancy

     

    Thankyou I have found some emails buried  in Mac computer- for some reason they only appear in conversation history and don't actually appear as emails so i had missed them. I have replied in full no although it looks like they could have closed my case. When I click on the ticket link it doesn't work. Are you able to check please?

     

  • Megan's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff
    2 months ago

    I just checked, and it shows that your case remains open Lettuce1.

     

    As a matter of fact, there was a response from you earlier today, is that correct? 

  • Lettuce1's avatar
    Lettuce1
    Explorer | Level 4
    2 months ago

    Yes that's right. ok many thanks. I have discovered someone must have hacked my email account and added a rule that any email containing the word 'drop' be marked as read and moved to a 'conversation' folder hence I haven't been receiving any updates 

  • Lettuce1's avatar
    Lettuce1
    Explorer | Level 4
    2 months ago
    Hi Megan

    Having finally got my account back for a couple of days it has happened again! I can’t log on as it doesn’t now recognise my password. Can you help me get a ticket again as I’m unable to get one without logging in again
  • Nancy's avatar
    Nancy
    Icon for Dropbox Staff rankDropbox Staff
    2 months ago

    Lettuce1, I can see you’ve replied back to our support team. Let me know if you need further help here.

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