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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
Megan's avatar
Megan
Icon for Dropbox Staff rankDropbox 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? 

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

    Hey Lettuce1, have you checked your email's inbox? 

     

    You should be able to see your ticket number reference there. 

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

    Hi Yes I found it 24239942 . When I click on the ticket link I get

    Oops! Something went wrong

    Sorry, we were unable to load your help requests at this time. Please try refreshing the page or check back later."

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

    Hey Lettuce1, can you try responding back to the email chain directly from your email address without accessing the link? 

  • Lettuce1's avatar
    Lettuce1
    Explorer | Level 4
    2 months ago
    Thankyou I’ve done that and waiting for them to get back to me
  • Lettuce1's avatar
    Lettuce1
    Explorer | Level 4
    2 months ago

    Hi Megan

     

    I tried replying six days ago with the PayPal references they asked for but have had no response- are you able to help please?

     

    Thankyou

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

    Hey Lettuce1! From what I can see, your request is currently being handled by our advanced team. Please rest assured they’re looking into your case and they’ll get back to you as soon as possible.

  • Lettuce1's avatar
    Lettuce1
    Explorer | Level 4
    2 months ago
    Thankyou but it’s not very reassuring that I have had no reply yet. I am running out of time until 30 days is up and if my files are still stored somewhere they are soon going to disappear for good. Please can you ask someone to respond so I can atleast get a sense of what is going on?
  • Nancy's avatar
    Nancy
    Icon for Dropbox Staff rankDropbox Staff
    2 months ago

    Lettuce1, from what I can see our team replied to your ticket last week, but you haven’t responded back. Can you please check again and let me know in case you can’t see their answer?

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