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Lettuce1's avatar
Lettuce1
Explorer | Level 4
3 months ago

My existing Dropbox account disappeared along with all of my files.

Hello I experienced a really strange thing today- Dropbox disappeared from all my devices bar my iPhone where it says ‘signing out’. When I try to sign in from the web my account has gone from a plus...
Account Access
Missing Files
Nancy's avatar
Nancy
Icon for Dropbox Staff rankDropbox Staff

Thanks for clarifying that. Was your Dropbox account previously part of a Dropbox team? If yes, is it possible your admin deleted it to remove you from team member?

 

If you check your recent Dropbox emails, do you see something that could explain the situation?

Lettuce1's avatar
Lettuce1
Explorer | Level 4
3 months ago

Hi Nancy

 

I remember now that a file appeared in my dropbox that I didn't recognise. I thought my wife may have put it there, so I opened it but quickly thought better of it and closed then deleted it. It was a few hours after that  when I found dropbox was deleted from all my devices. I later found it had added all my files (although 90% are read only so empty) to my devices in a folder.

When I tried logging back in it wouldn't give me the option to put a password in with my existing email address so I tried the only option it gave me which was of signing up. I put in my existing password and same email address as before.  I now seem to have an empty and basic account ( it was previously a plus account and I have emails to prove the upgrade etc). The worst thing is I now have no way of contacting support as they believe I have a basic account, so at the moment I am completely stuck and have lost a lot of valuable info which I thought was backed up for 30 days with my plus account.  

 

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

    Thanks for the additional info, Lettuce1. This sounds a bit strange, indeed. 

     

    Even if you’re on Basic, you can still contact our support team this way. Feel free to send me your ticket number here afterwards, and I can leave an internal note, too.

  • Lettuce1's avatar
    Lettuce1
    Explorer | Level 4
    3 months ago

    I had a file appeared in my dropbox that I didn't recognise. I thought my wife may have put it there, so I opened it but quickly thought better of it and closed then deleted it. It was a few hours after that  when I found dropbox was deleted from all my devices. I later found it had added all my files (although 90% are read only so empty) to my devices in a folder.

     

    When I tried logging back in it wouldn't give me the option to put a password in with my existing email address so I tried the only option it gave me which was of signing up. I put in my existing password and same email address as before.  I now seem to have an empty and basic account ( it was previously a plus account and I have emails to prove the upgrade etc).

     

     I now have no way of contacting support as they believe I have a basic account, so at the moment I am completely stuck and have lost a lot of valuable info which I thought was backed up for 30 days with my plus account.  

     

    Does anyone know how I can contact support on this?

     

     

    • Megan's avatar
      Megan
      Icon for Dropbox Staff rankDropbox Staff
      3 months ago

      Hey Lettuce1, let me also jump in here! 

       

      Let's try one more thing. Since you had an upgraded account, you can try using our self-serve look-up tool in order to check if the email address behind the charge is the same one you used on your end, when accessing your account.

       

      Want to give it a go? 

      • Lettuce1's avatar
        Lettuce1
        Explorer | Level 4
        3 months ago

        Hi Megan

         

        I tried that and it says 'Can’t locate transaction ID, please submit a Billing Help request.' 

        Wondering what to try next?

         

        Thanks

        C

         

         

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