Delete, edit, and organize
Solve issues with deleting, editing, and organizing files and folders in your Dropbox account with support from the Dropbox Community.
I am writing to urgently request your immediate attention regarding a significant data loss incident that occurred shortly after I installed the Dropbox app on my MacBook Pro OS 14 Sonoma on Tuesday, September 24th.
On that day, I experienced a mass disappearance of files. I have since spent countless hours working with Dropbox support, with no clear explanation or solution in sight. Despite upgrading to the Business Team plan on Monday, September 30th in an attempt to access higher-level support, I have found myself continuously redirected between chat, phone, and email support, with no meaningful progress.
Below is a detailed timeline of my interactions with Dropbox Support:
After 10 days and interactions with 9 different support agents, Dropbox has still not provided a clear explanation for the data loss, nor have my files been recovered.
As the owner of a brand design studio, this is an absolute catastrophe for my business. I rely on Dropbox for data security, but the support I've received has been inconsistent and insufficient.
I respectfully demand your immediate intervention to prioritize the restoration of my lost data. This situation requires a competent and transparent response to address the ongoing issues and restore my confidence in your service.
I appreciate your prompt attention to this urgent matter.
Hi Hannah,
May I ask why my posts keep getting merged/nested under someone else's post?
I'm afraid the agents I've worked with so far are not taking the matter seriously and have not been adequate or timely with their responses.
Hey @Creativenap, I can see that you initially replied to the original user who opened this thread and, since you’re both having similar issues, we’ve merged the rest of your posts here for consistency reasons. However, this doesn’t mean that we don’t go through your posts carefully.
Now, as Hannah mentioned above, this is a public forum so we don’t have any account visibility and we can’t see any details on your Dropbox account/what may have happened.
Since you have an open ticket with our specialists, the only thing we can do is redirect you there, as they’re the only ones who can see more info and further help. As I understand the urgency of the matter though, I’ve left them one more internal note on my end to get back to you as soon as possible.
Nancy
Community Moderator @ Dropbox
dropbox.com/support
Did this post help you? If so, give it a Like below to let us know.
Need help with something else? Ask me a question!
Find Tips & Tricks Discover more ways to use Dropbox here!
Interested in Community Groups? Click here to join!
Hi Nancy,
Thanks for your response. I would like to request that my post remain as my post. I'd be happy to repost under a different topic and invite the community to chime in.
I operate my business 5 days a week and while I have been informed by every support agent I spoke with in the past 72 hours that my case has been marked as "urgent", the response time has consistently exceeded 24 hours, not to mention that the previous email response I received did not even address my question in regards to my data recovery status.
My business is suffering every minute that we do not have access to our data. I think it's important that the community has visibility of this incident so they can either share their successful recovery experience or learn from my experience.
I don't appreciate my posts getting merged/buried or moved to your Spam, which I just saw a few minutes ago.
Kind regards,
Creativenap
Hi there!
If you need more help you can view your support options (expected response time for a 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!