My renewal went through but my files are gone

[Annoyed]

Obviously not. Poor response time. I had an account for years to store thousands of photos. Recently a large auto charge for renewal went through. But my photos are gone. Not okay.
Since help is impossible to get, filing a ticket is impossible or too confusing, I will try to reverse charges and end our relationship. You lost my work.

[Hannah]

Hey @Annoyed, really sorry to hear about your files missing and about your experience.

Would you still like us to look into this?

If so, I would firstly suggest taking a look at your plan page; do you see that you're on a paid account or a free Basic one?

If it's just a Basic one, is it possible that your subscription and your files are in a different account, under a different email address?

The email associated with the account you're reaching out from, can be found here.

Let me know what you find.