Everything Wiped?

[Ahsan1997]

Hello,

Hope you're all well.

I've logged into Dropbox again recently (same email address as I have been using since 2014) and suddenly everything, absolutely everything is gone? Nothing in version history or events indicates there has ever been anything on the account ever, and yet checking my email inbox shows I am using the same email address to log in as I have for all these years. Not sure what to do at all as cannot call or contact customer support.

[Walter]

Hey there @Ahsan1997 - sorry to hear about your missing files.

How long has it been since you last saw those files on the website and since you last accessed your Dropbox account? 

Could you take a look at your deleted files page and the events page as well and let us know if you see any sign of them?

Let us know what you find and we'll take it from there.

[Ahsan1997]

Hi Walter,

Thank you for the reply.

Only a few months have passed.

As mentioned, I had checked both of those pages and there is absolutely nothing, except on the events page it says quota increased in 2023 to 5GB; nothing at all is present.

Ahsan

[Hannah]

Hey @Ahsan1997, when you logged in to your account before this latest login, do you remember perhaps being prompted to create a new account?

[Ahsan1997]

Hi Hannah,

I do not remember this, but as mentioned, my email address has not changed. I have emails from Dropbox connected to my email address from years back.

Ahsan

[Hannah]

Thanks, Ahsan.

I'm asking, because if you previously hadn't signed in for more than 12 months, your account might have been closed due to inactivity.

So, you might see Dropbox emails in that address from a very long time ago, but if the account was closed and then you created a new one, under the same email address, it'd still be a new account.

What we can do, if you want, is switch to email, so we can investigate to see if we can find any files you previously had in the account and see what happened to them.

[Ahsan1997]

Hi Hannah,

I have definitely signed in more than once every 12 months! I can't imagine a stretch of more than 6-7 months!

Yes please; let's investigate further and switch to email as you've outlined.

Ahsan

[Megan]

Hi @Ahsan1997, I just sent you an email, and I'll be happy to continue there.

Thanks a bunch!