After logging into my account, my files are missing.

[Magda77]

Hi All. I've been using dropbox on my macbook, which has beed damaged recently. After logging to my dropbox on a new device as well as on a mobile, I can see completely empty account, no files, no billing history, nothing. Would you please kindly let me know what might happen here? I'd appreciate any directions.

[Megan]

Hey @Magda77, let's jump right into this! 

Is it possible that you opened a new account, instead of logging into your old one? 

Would you mind checking your events page, to see what it reports there?  The events page gives you an overview of all activity in your account including files events (adds/edits/deletes).

Keep me posted, and we'll take it from there! 

[Magda77]

Thank you for a quick response. I've checked the events page and there are the recent items listed only (these since I logged in on a new device) and it absolutely looks like a new account with the same email? Could that be possible? I mean creating a new account on the existing email? What I can do to access the previous one?

[Megan]

Hey @Magda77, a Dropbox account can't be created using the same email address.

Was the previous Dropbox account a paid one, by any chance? I'm asking since you mentioned the "billing page". 

Also, when was the last time you saw your files when visiting your account online? 

[Magda77]

Yes it was paid account, created a long time ago, it actually could be created using different mail but no way I can remember it as well as the password??

[Megan]

If you have the billing info,  you can always use our self-serve look-up tool in order to locate where the charge is coming from @Magda77. 

That could give you an insight. Let me know what you find. 

[Magda77]

Ok so looks like we're heading the solution..I've found out my account was set using an email address which no longer exist. It has worked as long as i used one and the same device. When login in now even with a correct password it says my code has been sent to the email no longer exist. So what do I need to do to access it without logging to the non existing mail account? Thanks for your patience with me 🙂

[Magda77]

And when typing in the 12-digit transaction number it requires the card 4 digit number and the date, and when I type in it doesnt work

[Rich]

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@Magda77 wrote:
So what do I need to do to access it without logging to the non existing mail account?

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Your best option, if possible, it to gain access to the email account. Perhaps the email service provider can assist you in recreating the email account if it no longer exists.

Beyond that, you can try contacting Support but without access to the email account, you may not be able to gain access to the Dropbox account. You need to maintain an active email address on your account so you can receive password resets and one-time security codes used during sign in.

• https://help.dropbox.com/account-access/lost-email-access

To contact Support, visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

• https://www.dropbox.com/support/sign-in-issues

If Support isn't able to grant access to the account, they can at least cancel any charges going forward.