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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
Lettuce1's avatar
Lettuce1
Explorer | Level 4

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

     

     

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

      Hey again, Lettuce1! From a quick look into our system, I can see you managed to log a ticket with our support team. 

       

      To make sure they look into this as soon as possible, I’ve left them an internal note on your behalf.

      • Lettuce1's avatar
        Lettuce1
        Explorer | Level 4
        2 months ago
        Very kind thankyou - I don’t have a ticket number yet

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