Learn how to make the most out of the Dropbox Community here 💙. 

Forum Discussion

Philip_Smith's avatar
Philip_Smith
Helpful | Level 6
3 years ago
Solved

Mass deletion happened today - Says it was me, it wasn't - Need help please

I have dropbox for our team. We have (usually) group folders that I created and shared from the Content Manager page... Well, today I went to open an Excel file that I use most days and Excel said t...
restore
  • Philip_Smith's avatar
    Philip_Smith
    3 years ago

    So, I just found out as an admin I can delete a file "permanently". It would be a good thing to have known this was even possible - I guess I never tried to delete a file permanently before. It was news to everyone on our team.

     

    Please DropBox - Why is "Dropbox Rewind" not always available? Crazy stuff!

     

    I thought for sure we would recover our files because we are on a paid DropBox, you know, you have 180 days to get them back. Not the case for us, we have lost the lot.

     

    Now for the task of compiling what data we have on other devices. We won't be solely trusting DropBox with our data from now on.

     

    Lesson learned the hard way.

Nancy's avatar
Nancy
Icon for Dropbox Staff rankDropbox Staff
3 years ago

Hi bonn88!

 

Do you mind sharing with me the ticket number from your support request? I’d like to take a look, as well.

 

Also, have you checked your Events page? Are you able to locate the deletion event there, and send its URL to our support?

bonn88's avatar
bonn88
Explorer | Level 4
3 years ago

Hello Nancy,

I didn't receive a ticket number. There were two messages that appeared-one at the bottom of the screen stating that my message was submitted and a second message in red stating I need to submit a correct url - which I was unsure of.

I am able to see lots of files in the events page you provided (thank you!).

I will send a url to support.

 

 

 

  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff
    3 years ago

    Hi bonn88, once you get a ticket ID from the automated email response, please let us know!

  • bonn88's avatar
    bonn88
    Explorer | Level 4
    3 years ago

    Hello, I have sent two separate emails requesting help with my missing files but I have not received a ticket ID. Please help!

    Thank you.

  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff
    3 years ago

    As you're not receiving the email via the site, in order to look into this matter in more detail, would it be possible for us to reach out to the email associated with your forum profile?

  • bonn88's avatar
    bonn88
    Explorer | Level 4
    3 years ago

    Yes, please contact me at that email address.

  • Hannah's avatar
    Hannah
    Icon for Dropbox Staff rankDropbox Staff
    3 years ago

    Hey bonn88, I just sent you an email, so we can continue from there.

     

    Thanks!

  • Graham's avatar
    Graham
    Icon for Community Manager rankCommunity Manager
    3 years ago

    Hi bonn88,

     

    Thank you for visiting us here on the Dropbox Community. I hope you are well. I noticed you were having some issues with deleted files earlier this month and I just wanted to follow up with you here as I know exactly how frustrating it can be to unexpectedly lose some files. I see that your conversation moved to email so I was wondering if you had managed to recover the files you were looking for? If you're still experiencing difficulties in locating them, please let us know and we'll do whatever we can to help.

     

    Thanks again, and have a great day!

     

    Graham

About Delete, edit, and organize

Solve issues with deleting, editing, and organizing files and folders in your Dropbox account with support from the Dropbox Community.

Need more support

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!