We're making changes to the Community, so you may have received some notifications - thanks for your patience and welcome back. Learn more here.

Forum Discussion

yanit's avatar
yanit
Explorer | Level 4
3 months ago

My files are missing. How can I recover them?

Hi there, I missed a large amount of files in a few folders (photos and videos mostly) from my Dropbox. I have them synced to my Macbook. I didn't delete any of them and this morning they just disapp...
Missing Files
Restore
Restoring
Mark's avatar
Mark
Icon for Super User II rankSuper User II

Hi yanit 

Dropbox terms do state that they will delete files if you are over quota (https://help.dropbox.com/storage-space/over-quota). That would remove files from the Dropbox website but shouldn't remove locally. 

 

However, if they are not syncing to Dropbox as you are over quota they wont show at all on things like Events as they are not syncing. 

yanit's avatar
yanit
Explorer | Level 4
3 months ago

Hi Mark, thanks for the link. I didn't know that, thanks for the info. The page says "We'll notify you through multiple emails in advance. We’ll begin by deleting your most recent files to bring your account within the limit, working backward. " I did not receive any emails from Dropbox. The files that went missing were also old files from many years ago, not recent files. So it didn't make sense. Do you know how I can get the files back? What if I removed the new files that made me exceed my quota?

  • Nancy's avatar
    Nancy
    Icon for Dropbox Staff rankDropbox Staff
    3 months ago

    Hi from me too, @yanit. When visiting the Deleted files page online, did you adjust the filters, so that the results may include several days? Do you see something different then? 

     

    If the files aren’t there, can you also use the search bar on www.dropbox.com to look for them?

  • yanit's avatar
    yanit
    Explorer | Level 4
    3 months ago

    Hi Nancy, I did adjust the date filter, but the files were still not there. Same thing with searching for the files on dropbox.com, I looked for the file names, nothing showed up.

  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    3 months ago

    Did you also take a look at your sharing tab by any chance yanit?

  • yanit's avatar
    yanit
    Explorer | Level 4
    3 months ago

    Hi Walter, I just checked and the folders are not there.

  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    3 months ago

    I see, thanks for checking that out for me yanit 

     

    If you made sure that you're looking at the correct account, we can reach out via email to have a further look internally at this point.

     

    While I cannot promise anything, I'll be happy to investigate this further for you. 

  • yanit's avatar
    yanit
    Explorer | Level 4
    3 months ago

    Yes, I'm looking at the right account. If you could look into it, that would be great. Thanks so much.

  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    3 months ago

    No worries yanit - you've got :envelope:

     

    Whenever you get the chance, please have a look at your inbox and we'll take it from there. 

  • yanit's avatar
    yanit
    Explorer | Level 4
    3 months ago

    Hi Walter, my issue has not been resolved but it is marked as done and I'm no longer able to see the ticket. Can you pls advise?

  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    3 months ago

    I can see that you never responded to my email yanit 

     

    Were you able to find the ticket/email from us in your inbox and did you reply there? 

  • yanit's avatar
    yanit
    Explorer | Level 4
    3 months ago

    Oh right, sorry, I just replied to that email. Thanks!

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!