My deleted files don't appear on the deleted files page, why?

[constructionlaw]

my files are missing! files have been deleted and they do not show under the deleted folder in order to recover!

[Jay]

Hi @constructionlaw, thanks for bringing this to our attention.

I understand your concern over this matter, let's try to find the missing files. 

Could you check the events page to see if there are any indications of the deletions there, or any other changes?

This will help me to assist further!

[constructionlaw]

There is nothing there. It states "You have no activity yet". I need this resolved today. 

[Rich]

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@constructionlaw wrote:

There is nothing there. It states "You have no activity yet".

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That typically indicates that you've signed in to a new, unused account. Are you sure you've signed in to the correct account? How long has it been since you last accessed it?

Have you received any emails from Dropbox recently? Check your Spam/Junk and Deleted folders.

[constructionlaw]

I have had this account for over 10 years. That is the reason as to why I absolutely need technical support to call me. This is unexpectable. No I do not have any new emails.

[Mark]

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@constructionlaw wrote:

I have had this account for over 10 years. That is the reason as to why I absolutely need technical support to call me. This is unexpectable. No I do not have any new emails.

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Dropbox wont call you. There is no outbound phone support unless you have a paid for business account - note not a trial one, paid for. 

Something else to check. What does https://www.dropbox.com/account/security show in terms of connected devices. Are they all the ones you expect? Any missing? 

[constructionlaw]

I have always had a business account and been able to speak with a representative in the past. Why would I not be able to speak with a representative?

[constructionlaw]

Something is NOT RIGHT! I need to speak with someone. When was I transferred to a basic account???? and WHY??? I never received an email or phone call stating that?? We are a law firm.. a business!! For over 10 years I have had a business account...

[Jay]

If there is nothing in the events page, and nothing in the deleted files page, then it could mean this is a new, or at least, an unused account.

Do you have any other devices that were signed into your account, like another desktop or a mobile device?

[Rich]

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@constructionlaw wrote:

When was I transferred to a basic account???? and WHY???

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It's very unlikely that Dropbox has downgraded you to a Basic account. I'm guessing your account was actually compromised.

A few people have posted recently about losing their accounts due to being hacked. Basically, their credentials were compromised, either because they were re-using the same password across different sites or they were phished, etc., and the attacker used them to sign in to Dropbox and change the email address to their own, and at that point, they own the account. The owner then tries to sign in and because there isn't an account with that email address anymore, they end up creating a new account instead of signing in to the old one.

If I were you, I'd reach out to Support directly. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

• https://www.dropbox.com/support/sign-in-issues