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Forum Discussion

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...

Explorer | Level 4

Very kind thankyou - I don’t have a ticket number yet

Icon for Dropbox Staff rank

Dropbox 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
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
Dropbox 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
Explorer | Level 4
2 months ago
Thankyou I’ve done that and waiting for them to get back to me
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
Dropbox 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
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
Dropbox 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?
Lettuce1
Explorer | Level 4
2 months ago
Hi Nancy

Thankyou I have found some emails buried in Mac computer- for some reason they only appear in conversation history and don't actually appear as emails so i had missed them. I have replied in full no although it looks like they could have closed my case. When I click on the ticket link it doesn't work. Are you able to check please?
Megan
Dropbox Staff
2 months ago
I just checked, and it shows that your case remains open Lettuce1.

As a matter of fact, there was a response from you earlier today, is that correct?
Lettuce1
Explorer | Level 4
2 months ago
Yes that's right. ok many thanks. I have discovered someone must have hacked my email account and added a rule that any email containing the word 'drop' be marked as read and moved to a 'conversation' folder hence I haven't been receiving any updates

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