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Forum Discussion
Lost Everything
I have been using dropbox for years under my personal email. I had a business that also used dropbox where it was connected to my personal. I login to my account using my personal email every time I need to use dropbox. I tried logging in from my phone and desktop and it automatically signed me out. It made me sign up again with my personal email address. Every single file that I have uploaded over the years is gone. How do I fix this? There is no human support I can get in contact with. I am beyond frustrated right now about all of this.
- Walter
Dropbox Staff
Hey there docvino1 - sorry to hear about your missing files.
May I ask when was the last time you accessed your account?
If you made sure that you're looking at the correct account, could you have a look at your events page and let me know what you find?
This is the place where all uploads,edits, and deletions are normally logged so it should give you a hint.
Keep me posted!
Hey Walter. There are 0 files in deletion and when clicking on events, there is only 1 and that was from yesterday. I lost everything and I am not happy about it. I have paid monthly. Then yesterday my autologging in didn't work and I had to re-signup with my email that wasn't recognized. There has to be a way to get my files back.
- Megan
Hey docvino1, based on everything you mentioned, it indeed sounds like you have a second Dropbox account, and the one you're looking at is a brand-new one.
When was the last time you had signed into your account, prior to the incident you mentioned above with the sign out?
Can you check any email addresses you have, for any Dropbox-related emails there?
I have been using dropbox for years. I use it on desktop, laptop and mobile. All with the same login. If I were to send you a link of a file, if I can find one, will you be able to pull from what account it came from?
- Nancy
Hi from me as well, docvino1.
Can you clarify what type of plan your previous Dropbox account was on at the time this happened? Was it on a personal plan, or part of a Business team instead?
You also mentioned above that you were paying for a monthly subscription. Was your Dropbox account upgraded directly via www.dropbox.com, or iTunes/Google Play?
I’d like to gather as much info as possible to pinpoint what may have happened.
- Jay
Hi docvino1, currently, we only provide incoming phone support for team admins of Dropbox Business subscriptions.
Regarding your missing files, if the missing files on the deleted files page, then there's a few possibilities as to why this might be the case:
- The files are on another Dropbox account
- They were on a shared folder you don't have access to any more
- The files were deleted outside of the 30 day period
- The files were permanently deleted
Unfortunately, without any events, we wouldn't be able to recover them, even on our end.
Since you mentioned in your original post that you 'had a business that also used dropbox where it was connected to my personal', was this another Dropbox Business team you were a part of? Did you own this team, or did someone else add you to the team?
