I'm stuck in locked state - how can I get my files back?

[StaciS]

My account is in a locked state and all of my personal files have been deleted. I have files from my wedding, mother's life and passing, and documents for my work! I am a teach and do not use the files o9ver the summer. I went to log in today for the first time and I am locked. I can not even go in to pay and find a number to call. I can't do anything to move forward. I am in a complete panic because all of my pictures from my mother's life are in there and it is all that I have left. PLEASE someone help. 

I will do anything to get these files back. I just need to speak with someone. I can't even get in to pay to upgrade.

[Hannah]

Hey @StaciS, sorry to hear about this.

Can you please clarify if you're currently stuck in locked state or if the account has actually been deleted?

Were you a team admin on the Dropbox team or team member?

And is the account in question the one you're contacting us from or does this concern a different account?

Let me know and we'll go from there.

[StaciS]

Hi Hannah,

So every time I try to login in the message "your account is locked, contact your site admin", the issue is it is my personal account. I would assume that I am the site admin. I can not even login in or purchase anything to try and contact someone for help.

This is not the account I am trying to unlock. The account I am trying to unlock will not even let me try to purchase because of the "site admin". This issue is I am the site admin because it is my personal. When I use the app it just says an error occurred. 

Would you like the email associated with the account?

Thank you for any help you can provide.

[Hannah]

Thanks for the clarification, Staci.

If you're able to sign in to that account, can you do so (no need to access your files, just sign in) and create a Community profile and reply to this thread from that account, please?

A screenshot of what you see upon signing in, would also be really helpful, if you can send us one.

[StaciS]

Now it is saying my account is deleted. Please re-register with a new account or wait 5 days to re-register with your current email

[Rich]

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@StaciS wrote:

Now it is saying my account is deleted. Please re-register with a new account or wait 5 days to re-register with your current email

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This really sounds like you were a member of another Business team account.

Did anyone invite you to share files or join their team? I'm thinking that your account was a member of someone else's Business team account and that they removed you from the team.

[StaciS]

The account I am inquiring about was not a part of my business account. I have a separate dropbox that is a apart of a business account, but they are not linked. 

[Nancy]

Hi from me too, @StaciS. As we don’t have any account visibility on the forum, I’d definitely recommend getting in touch with our support team (just in case they can find out something more on their end). 

To do this, you’ll need to follow these exacts steps (please send me your ticket number here afterwards).

[StaciS]

Ticket #24246654

[Nancy]

Thanks for that, @StaciS! I found your ticket and I’ve left our team an internal note, too. They’ll get back to you as soon as possible.