my files disappeared.

[anonymous]

I installed the dropbox on my MAC and it automatically uploaded some files.

However when I entered the dropbox, it is not there. it is an important file and I cannot miss it. Can someone help me? I already looked at the list of deleted files and there is nothing. I did it on Tuesday, the 26th, and on the 27th, I was no longer. I already did the backward process but the file just disappeared. I don't know what else to do! when i try to open the file in Word, it appears that it is in the dropbox in the following path: users / paulobarros / dropbox / mymac / desktop / filename but when I open the drop, there is nothing. HELP PLEASE!!!

[Hannah]

Sorry to hear about this, @Iike.

Did you take a look at your deleted files page and your events page, to see if you can find the files?

[Iike]

yah looked at both, only events are ones from today..... and nothing in deleted items.

Account used to be 25GB (free account from all my referrals) now its a regular 2GB account without ANY of my files... 😞 i am about to cry..... had so much backup on there.  I even tried to get a PAID account now and i upgrade, but still EMPTY no files.

Any idea anyone? please!

[Mark]

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@Iike wrote:

yah looked at both, only events are ones from today..... and nothing in deleted items.

Account used to be 25GB (free account from all my referrals) now its a regular 2GB account without ANY of my files... 😞 i am about to cry..... had so much backup on there.  I even tried to get a PAID account now and i upgrade, but still EMPTY no files.

Any idea anyone? please!

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If its empty then its EITHER a brand new account (i.e. you've logged in to the wrong one) or you have not accessed it in over 12 months and its been wiped due to inactivity. 

[Iike]

I logged into it last week...... its the same account im using for 15 years plus.  

I think i was logged out and then i logged in with GMAIL (same email as my account) and it may have reset everything, ist hat possible?

[Hannah]

Logging in with Gmail instead of your email and password wouldn't cause any deletions of files or reset of the account.

Have you tried reaching out to our support team directly about this? They should be able to investigate the account and give you more info.

[Iike]

Well that’s good to hear. But that’s exactly what it looks like it did. Or period for some reason this took place. It’s a free account so you don’t offer support that’s why I am here. Can you help me ?

[Megan]

Hi @Iike, we might need to switch to email, because then one of our account security team specialists can assist you directly via the account's verified email.

Here's how to do that:

Right click the following link, and choose open in Incognito, or Private mode, so as you will not be signed into any account: https://www.dropbox.com/support/sign-in-issues — use the drop down box to choose "Disabled account", and you can let them know the account email and they'll reach out for security verification.

Once you do that, feel free to share your ticket number reference with me here. If you face any issues opening a ticket, I'm here to help and do it for you. 

I hope this helps!

[Karen R]

We had 40th anniversary portraits done. Last July 2023. They sent them to dropbox. I looked today & they are gone! I only had basic. Help

[Hannah]

Sorry to see hear that your files are missing, @Karen R.

How did you originally access those images? Were you invited to a folder or were you given a link?

Were the images ever saved to your Dropbox account?

[Iike]

I’m using Dropbox for 15 years I had finals in there all types of documents, some photos, etc.

I 25 GB of space that I earn for free when drawback originally when dropbox originally opened up through referrals I never had an issue using it from my iPhone or my desktop all of a sudden yesterday I login and there’s nothing there empty and my account is reset 2 GB I used it on a regular basis for my phone and my desktop I have no idea what to place I’m looking for help I even open the ticket and no one got back to me or is updating it. In addition I got a paid plan hoping someone will help me but still nothing. This is all very depressing. Any help would be appreciated.