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!!!

[Megan]

Hi @Like, is it possible that the extra space you’re missing from your Dropbox account was previously added via a promotion which has now expired?

In order to double check this, you can go here and scroll down the page a bit. If you wish, you can also send me a screenshot of what you see there.

Did you come across any issues when trying to open a ticket using the steps I provided abode?

[Iike]

Thnx. It was not a promotion. It was for life. This is when Dropbox just opened its doors. Over 15 years or so ago. It worked fine all the time. The. All of the sudden gone.

Here is the screenshot you requested. Clearly it’s reset or something.
https://ibb.co/vYXjwJf

[Nancy]

Hi from me as well, @Iike. I’m sorry to hear about this. 

I had a look into our system, and I can see you’re already in touch with one of our support team members. I’ve left them an internal note in your ticket, so they should get back to you as soon as possible and investigate further.

[Iike]

You are amazing ! Yes there is a ticket open but yah no reply to the issue. I hope they can figure this out 😞

[2rerik]

Logged in to my dropbox account today, that I've been using for many years. And then dropbox tells me "Welcome, lets get started" like I logged in to a new account. All my files are gone, both in the web-account and locally on the computer..  It even says my email adress isn't verified.

Tried to reach out for customer support, but only gets directed to the helpcenter with standards FAQ, or a chatbot.

Please help me someone?! 

[Hannah]

Thanks for reaching out to us, @2rerik, and sorry to hear about this.

When was the last time you had access to the account and your files?

Is it possible that it's been more than 12 months? If that's the case, the account could have been deleted due to inactivity.

[2rerik]

I had access to my account and files a week ago

[Hannah]

Thanks for the update, @2rerik.

Was your account always an individual one, or were you a member of a Dropbox Business team?

[2rerik]

It's always been a individual private account. 

[Megan]

Hey @2rerik, based on everything you mentioned, it sounds like you indeed accessed a brand-new account. 

If you have more than one email address, could you check the rest for any Dropbox-related emails there?

Do you have any other connected devices to check there?