Logged into my account and all my files are missing

[Lazman1140]

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, documents, then (I suppose) cleared the hard drive, and then he reloaded Windows Home 10. When I got my computer back, I noticed I was missing programs - Reaper and Bluebeam. I was annoyed but not too concerned because I had purchase receipts and licenses stored in Dropbox. Then I noticed that Drop Box desktop short-cut was missing. I tried to log-in to DropBox but couldn't remember my password, so the DropBox Chat agent or bot sent me a password reset link. I used that to open DropBox, but all my files are missing. I paid a full year subscription in advance expecting secure cloud storage, but all my stored documents are gone  ... very important documents for which there are no or very limited hard copies. Does anyone know how I can recover my old account? Because it looks like my password reset started a new account.

[Raquel7]

 In my email i have emails from dropbox before, when they notify about changes, then i have one "setting up" the new account and no more, because in the "new" account i have nothing. It is weird because i logg in with the google option so i dont even write the email. 

[Nancy]

Thanks for checking. Did you log in by inserting your email address at any given point, instead of using the “Sign in with Google” option?

[Raquel7]

I dont! thank you so much for answering me 

[Nancy]

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]

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]

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]

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]

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

[Raquel7]

Yes, exactly

[Walter]

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.