80 TB of our data have gone missing

[Daniel122]

Hi there.

Since 2 days we are missing almost 80 TB of data. This "data-loss" results in the company not being able to operate properly. The loss is due to some malfunction in the Dropbox system (no mass deletion, no sync errors, ...) Rewind on folder level running since yesterday afternoon- no results yet.

Trying to reach a dropbox support member more senior than 1st level support... Anyone who can help from the dropbox team?

Thanks

[Nancy]

I’m sorry to hear this happened, @Daniel122. 

Have you checked your Deleted files and  Events page? And if yes, what do they report? 

Other than that, I can see you already have a ticket with our support team and our specialists are looking into your case. Since I understand the urgency of the matter, I’ve left them an internal note as well on your behalf.

I’ll be here, if you need something else.

[Daniel122]

Hi @Nancy,

thanks for reaching out.

Deleted files and events pages show nothing- already checked with your support team.

Is there any way to get someone higher up in the inner workings of Dropbox to contact us? Right now we hear nothing back, don't know what to do and wait for the data to magically appear again... VERY FRUSTRATING!

[Nancy]

I totally understand your frustration. In general, keep in mind that it takes some time for the team to review the case (depending on their workload, as well), but they should get back to you as soon as possible. 

It looks like your case is already being handled by our specialized team, so an advanced agent will reply back to your emails directly.