Deleted files from my basic Dropbox

[Shauni0007]

I accessed my Dropbox and all of my files had disappeared.  I have a basic account and I queried this - managed to get support who said that they could see my files, but I couldn't.  I got a message saying it's in my 'messages', but I can see this anywhere.  I've been unable to access important training materials and my CV and thought I'd try again for help as noone from the Support Team has replied to my emails.  Can anyone advise?

[Nancy]

Welcome aboard the Community, @Shauni0007! I'm sorry to hear this. 

First off, can you send me the ticket number you should've received from our support team? I'd like to check your convo with them. 

Let me know when you're ready.

[Shauni0007]

https://www.dropbox.com/support/ticket/21897344

[Walter]

Hey @Shauni0007, thanks for the ticket ID.

I was able to locate it in our system and I can see that the agent who was handling your case replied back to your ticket back in April.

Have you tried these steps perhaps to check your ticket's history?

As for your deleted files, can you see any sign of them on your events page and if so, are you able to restore from there?

[Shauni0007]

When I log into my Dropbox, there’s no option to click on Support or any ticket information. Forgive me if I'm being thick. There’s also no ‘Events’ on my login either using. The desktop. I can, however, click on the events link on your msg on my mobile and I see 80+ files deleted on 31st January (which I didn’t). Can I get these back and if so, how? Thanks for your support with this.

[Nancy]

If you have a Basic account and these files got deleted back in January, then I’m afraid they’re no longer recoverable, since there’s a 30-day file recovery window for your Dropbox account. 

However, can you please check your Dropbox email address once more (both your inbox and your spam folder) and let me know if you can see your old support ticket there?

[Shauni0007]

I didn’t delete the folders/files though. I logged on one day and they had all gone!

I’ve already given my ticket details. The support person before said he’d try and retrieve them.

[Hannah]

Hey @Shauni0007, unfortunately, if the files got deleted that far back, like Nancy mentioned, they cannot be recovered by us now.

You might want to search any devices connected to that account, perhaps you have local copies of the files somewhere.

[Shauni0007]

The first chap I dealt with found the files though. I didn’t delete them. I just need some of them back please 🥺

[Megan]

Hi @Shauni0007, sorry to jump in here! 

Can I send you an email, in order for us to have a closer look into this?