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Creativenap's avatar
Creativenap
Explorer | Level 4
5 months ago

We've had a massive data loss incident - can we please get some assistance?

I am writing to urgently request your immediate attention regarding a significant data loss incident that occurred shortly after I installed the Dropbox app on my MacBook Pro OS 14 Sonoma on Tuesday, September 24th.

On that day, I experienced a mass disappearance of files. I have since spent countless hours working with Dropbox support, with no clear explanation or solution in sight. Despite upgrading to the Business Team plan on Monday, September 30th in an attempt to access higher-level support, I have found myself continuously redirected between chat, phone, and email support, with no meaningful progress.

Below is a detailed timeline of my interactions with Dropbox Support:

  • Tuesday, 9/24: Installed Dropbox app on MacBook Pro OS 14 Sonoma.
  • Wednesday, 9/25: First noticed the disappearance of files/folders on the desktop.
    • Chat Support with Marcus: ~1 hour 30 minutes (8:16 pm – 9:46 pm PST).
  • Thursday, 9/26: Follow up on missing file issues as I discovered more missing files.
    • Chat Support with Luis: ~4 hours (2:00 am – 6:00 am PST).
  • Friday, 9/27:
    • Chat Support with Monica: ~1 hour (3:47 pm – 4:48 pm PST).
  • Saturday, 9/28:
    • Email correspondence with Luis.
  • Monday, 9/30:
    • Chat Support with Madison: ~1 hour (12:21 pm – 1:45 pm PST).
    • Upgraded from Dropbox Plus to Dropbox Business to access phone support, in hopes of a faster resolution. Immediately after the upgrade, the folder structure was modified without notice.
  • Tuesday, 10/1:
    • Phone Support with Carrie: 26 minutes (10:52am – 11: 18am PST)
    • Phone Support with Griffin, who escalated the case to the Dropbox Restoration Team: 36 minutes (11:34 am – 12: 10 pm PST)
  • Wednesday, 10/2:
    • Email correspondence with Samuel from the Advanced Support team.
    • Phone Support with Ruth due to inadequate information provided by Samuel: 21 minutes (12:55 – 1:16pm PST)
  • Thursday, 10/3: Email correspondence with Samuel—no new information regarding my lost files.
    • Phone Support with Miranda: 45minutes (3:50 – 4:35pm).

After 10 days and interactions with 9 different support agents, Dropbox has still not provided a clear explanation for the data loss, nor have my files been recovered.


As the owner of a brand design studio, this is an absolute catastrophe for my business. I rely on Dropbox for data security, but the support I've received has been inconsistent and insufficient.

I respectfully demand your immediate intervention to prioritize the restoration of my lost data. This situation requires a competent and transparent response to address the ongoing issues and restore my confidence in your service.

I appreciate your prompt attention to this urgent matter.

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Bonjour,

Je possède actuellement un forfait Dropbox Plus à 100 € par an pour 2 TO de stockage.

Si je passe donc au forfait Standard à 120 € par an j'aurais 5 TO de stockage mais ce forfait est pour 3 utilisateurs. 

Ma question est : puis je utiliser ce forfait uniquement pour moi sans obligation d'y ajouter des utilisateurs ?

Merci par avance pour vos réponses.

","body@stringLength":"399","rawBody":"

Bonjour,

Je possède actuellement un forfait Dropbox Plus à 100 € par an pour 2 TO de stockage.

Si je passe donc au forfait Standard à 120 € par an j'aurais 5 TO de stockage mais ce forfait est pour 3 utilisateurs. 

Ma question est : puis je utiliser ce forfait uniquement pour moi sans obligation d'y ajouter des utilisateurs ?

Merci par avance pour vos réponses.

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Forfait Standard.","moderationData":{"__ref":"ModerationData:moderation_data:419788"},"body":"

Bonjour patrickbence,

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Merci d'avoir contacté la communauté de Dropbox :slight_smile: 
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Effectivement, vous pouvez souscrire à un compte Dropbox Business Standard et ne pas ajouter de membres.
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Ceci étant dit, vous allez quand même être prélevé pour le montant de 3 licences car il s'agit d'un forfait d'équipe.
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J'espère que ces informations vous seront utiles et je vous souhaite une agréable journée ! Si vous avez besoin d'assistance supplémentaire, n'hésitez pas à nous le faire savoir. :upside_down:
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Bonjour,

Je vous remercie pour votre réponse. Donc si je n'ajoute pas de membres le forfait Dropbox Business Standard à 3 licences reste tout de même à 120 € par an  si j'ai bien compris ?
Merci pour votre réponse

Bonne journée

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Bonjour patrickbence,

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Le forfait Dropbox Business Standard coûte le prix de la licence x 3 + TVA. 

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Je vous invite à consulter la page de nos forfaits pour avoir plus d'informations à ce sujet ou encore contacter l'équipe commerciale.

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