Dropbox thinks I'm a new account even though I've been a subscriber for 10 years.

[carol134]

Dropbox thinks I'm a new account even though I've been a subscriber for 10 years. I don't have access to my hundreds of folders and thousands of files.

How do I gain access again?

[Drilon]

Hello i had a acc in this gmail. but when i rejoined again it started from zero, pls can u help me get old acc.

[Rich]

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@Drilon wrote:
Hello i had a acc in this gmail. but when i rejoined again it started from zero, pls can u help me get old acc.

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When was the last time you signed in to the account?

If the account was idle for more than a year, it would have been deleted due to inactivity and you would now be signed in to a new, empty account. Unfortunately, once an account has been deleted, it's not possible to recover the account or the files that were in it.

[johnhaig]

I was inactive for maybe two weeks and today, when I try to log in, I get redirected to sign up.

[Hannah]

Hey @johnhaig, sorry to hear that, that sounds a bit strange.

Did you receive some kind of email about this?

Or is is possible that you tried to sign in with a different address than the one you usually use?

[johnhaig]

I haven't received any message about this.

I have saved my credentials in the browser for automatic login, but when that failed three times I tried typing them in manually. That also failed.

[Hannah]

When you say that it fails, are you getting some kind of error message?

If so, can you send us a screenshot, so we can check it out?

[johnhaig]

No error message, just the same result as using the presaved username and password.

[Walter]

Could you maybe send us a screenshot of the last page you can get to then @johnhaig?
 

Have you tried another browser by the way?

[johnhaig]

Unfortunately I cannot send the required screenshot, because I seem to have created a new account with the same credentials, so now I log into a completely empty folder. Is it possible to retrieve the previous files/account?

[Walter]

If you were able to create a new account using the exact same email address, I'm afraid it might not be possible to restore the previous account that was associated with this email address or any of the files that were stored in it.

That said, you can reach out to our support team for further assistance through this form. Just make sure to use an incognito window without signing into any Dropbox account and providing as much information as possible.