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Lazman1140's avatar
Lazman1140
New member | Level 2
2 years ago

Logged into my account and all my files are missing

I've had a drop box subscription for a few years and at renewal, December 1st, 2022, I upgraded to DropBox Plus. Last week I had a blue-screen issue on my Desktop and took it to a repairman. He saved...
Account Access
Dropbox Plus
File access
Raquel7's avatar
Raquel7
Explorer | Level 3

I dont! thank you so much for answering me 

Nancy's avatar
Nancy
Icon for Dropbox Staff rankDropbox Staff
2 months ago

No problem, Raquel7! One more thing I’d like to ask; had you linked your old Dropbox account to any other devices? Any computers, for example, where your old Dropbox folder may still be showing along with your files, or a mobile app?

  • Raquel7's avatar
    Raquel7
    Explorer | Level 3
    2 months ago

    I had it in my phone, but it signed out and when i entered again it appears empty! 

     

    I moved to a different country, could that be a reason why my account was reset?

  • Nancy's avatar
    Nancy
    Icon for Dropbox Staff rankDropbox Staff
    2 months ago

    That shouldn’t have affected your Dropbox account or the files on it. 

     

    At this point, I suggest getting in touch with our support team directly, so that they can look into this further. 

     

    Please follow these steps to log a ticket with them and then, send me your ticket number here. I’ll make sure to leave them an internal note, as well.

  • Raquel7's avatar
    Raquel7
    Explorer | Level 3
    2 months ago

    Thank you so much for your help. I can´t get in touch with support, bc when i get in the page you mentioned, it asks me to log in , and when i do it doesnt give me options 😞

  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    2 months ago

    So, you're being asked to log in when you visit this page directly from an incognito window Raquel7?

  • Raquel7's avatar
    Raquel7
    Explorer | Level 3
    2 months ago

    Yes, exactly

  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    2 months ago

    I see, thanks for confirming this for me Raquel7 

     

    In that case, may we reach out via email to have a further look internally? 

     

    Let us know and we'll use the email address that's linked to your profile here, on our Community. 

  • Raquel7's avatar
    Raquel7
    Explorer | Level 3
    2 months ago

    Yes, please!! ill be waiting your email! thanks a lot!!!

  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff
    2 months ago

    Hi Raquel7, I've sent you an email, please could you reply to it when you get a chance.

  • Raquel7's avatar
    Raquel7
    Explorer | Level 3
    2 months ago

    Thaks a lot! i already replied. 

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