We're making changes to the Community, so you may have received some notifications - thanks for your patience and welcome back. Learn more here.
Forum Discussion
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...
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.
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
Dropbox Staff
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?
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
