All files are missing

[PDRowell]

I purchased the 2TB plan in December as my computer was full. I uploaded all of the files from my computer. When I did that, it made a copy of all of the files on my computer, so it was not emptying. I used an external to run the MAC backup. When I did, we realized that they were being stored on my computer and not online. After the backup, I deleted from my computer. I went to look for something in dropbox and all of my files are missing? I thought the purpose was to store them online? 

Is there a way to recover them. Or get my money back as it is not working like dropbox has worked for me in the past in the free plan. 

[Megan]

Hey there, @PDRowell, welcome to our Community! 

You mentioned that you used an external drive, to run the Mac Backup. Could you let me know the way you had this set-up? Did you have our Computer backup enabled, by any chance? 

Also, just to clarify did you delete your Dropbox folder from your device? As for restoring them, have you tried checking into your deleted files page, or events page?

Let me know what you find there! 

[PDRowell]

Hi Megan, thank you for responding.  I was living in a small town and needed a backup, and there was no way to get one in town or within in a couple of days online. I upgraded to a paid subscription on drop box to be able to have backup and free up my computer space. 

I used my Time Machine - it backs up the whole computer. 

I do not know how I had anything set up. I thought it would work just like the free had always worked. I moved folders over and they would be there. 

When the lady from Apple and I realized my computer was still full because it was being saved as a backup on my computer, we did delete the contents of the folder from my computer. They were online, so we thought that they would stay there. 

There are no deleted files. I do see that on 1-12, it shows I deleted all the files. I deleted them from my hard drive on my computer. Why did they delete from my dropbox? Is there anyway to restore them? 

I am very thankful they are on the Time Machine backup. Since I have them that way, I could do without the dropbox subscription if there is a way to get it refunded, even prorated.

I am really disappointed that everything disappeared.

[Megan]

Hi @PDRowell, the Dropbox folder is a reflection of your account online.

Any action you take there -including a deletion- should be mirrored online, and that seems to be the case there. 

As for the restoration of the files, I can't promise you anything, but I'd be more than happy to send you an email, in order for us to have a closer look into this. Would that be okay? 

[PDRowell]

Yes. I am open to whatever we need to do. 

thank you 

[Hannah]

Hey @PDRowell, I just sent you an email, so we'll continue investigating this there.

Thanks!