My files are missing. How can I recover them?

[yanit]

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 disappeared. I checked the the "Events" page on Dropbox web, and there was no indication that I moved or deleted my files. There were not in trash either. Please help!

[Hannah]

Sorry to hear about your files missing, @Gothdolphin.

When was the last time you accessed those files?

Did you check your deleted files page and your events page, to see if you can locate them?

If they were shared, try checking your shared page as well.

Let us know what you find.

[Gothdolphin]

I accessed them earlier this week and they were all there. I just took all of those steps and I still can’t find them.

[Hannah]

Have you tried using the search bar in your account on dropbox.com, to see if it gives you any results, @Gothdolphin?

[Gothdolphin]

I just tried it and I’m still missing several hundred files from a folder. How can I get what’s gone back?

[Megan]

Hey @Gothdolphin, is it possible that you're looking at a different account, hence why you can't locate them? 

When was the last time you were able to view the content when visiting your account online? 

[Gothdolphin]

No it was this account, which is my only account. I viewed them last week.

[Gothdolphin]

Yes I’ve tried that to no avail. Could I reach out to drop box to get them back?

[Jay]

Hi @Gothdolphin, as you mentioned you've upgraded to a paid plan, you should be able to email or chat to a live support agent from this page when logged into your account on the site.