I need help recovering files that were deleted while I had a Team.

[Filip16]

Hi, i have a dropbox essential and i cant contact with the support (i got an information that this option is not available). I have tried to run my account in incognito mode and deleting cookies. Is there any way to verify the problem?

[Filip16]

Hi, I had Dropbox Business with my team until April 2024. I deleted some files before Dropbox Business plan expired, that I now want to recover. I missed the deadline to purchase another plan so my account changed to basic. Now I bought Dropbox Essential and I want to know if there are any options to recover deleted files while the business plan was still valid?

[Megan]

Hey @Filip16, let's see what we can find together about this! 

Have you also tried contacting our Support using a different browser? 

As for the deleted files, do you happen to recall when they were deleted in the first place? Keep in mind that version history isn't retroactive, so it takes effect after your upgrade.

If you check your events page, do you see anything related there? 

Keep me posted!

[Filip16]

Hello Megan. There are some informations:

1. Yes, I have tried Opera as well as Chrome and two different computers.

2. For example at 4th april 2024 20:37 folder "zdjecia". Yes I know that dropbox  isn't retroactive but in that time I was in dropbox business. I know that i had 5 months of brake of the subscription, but this is the reason why i wanted to buy dropbox essential. it would be a great pity that files updated during business version vere lost in a period shorter than 365 days.

3. Yes in event I see my activity and when which files were deleted. 

Fingers crossed for help, I am in huge need of that files.

Thank you again

Filip

[Hannah]

Hey @Filip16, if you previously had a Dropbox team account and now you have a Dropbox Essentials plan, you should still be able to recover your files.

Have you checked your deleted files page for the files?

[Rich]

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@Hannah wrote:

if you previously had a Dropbox team account and now you have a Dropbox Essentials plan, you should still be able to recover your files.

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Hannah, according to Filip there was a 5 month gap between their Business account expiring and when they upgraded to Essentials. Would they still be able to recover files even when their account was Basic for 5 months?

[Filip16]

Hannah yes I have checked deleted files. 

Rich I understand about the gap but I think when you are buying premium product and paying for avaliability of files for 365 days, there should be the way to recover files in this period. Regardless of what happened to the account. 

This is also a reason I wanted to contact with the support but even though I have dropbox essential i can't do that. 

[Megan]

Hey @Filip16, I'm afraid that the files wouldn't be recoverable since they were deleted back in April.

If you have trouble reaching Support, I'd be happy to open a ticket on my end for you, but I can't promise you that our team will have a different response. 

[Filip16]

Hello Megan, if is it possible I will be grateful for opening the ticket.  Maybe there is some copy of this data or another way to reach that files . I thought that if I paid for higher plan, it would be possible within mentioned period of time.

[Hannah]

Hey @Filip16, I'm afraid that even if you upgraded, it wouldn't make a difference, since it doesn't work retroactively.

I did, however, just send you an email, so we can take a closer look internally.

Just get back to me, when you have a chance.