My old account is gone - now, I can only log in to a new empty account.

[Cason S]

I opened the app this morning and was asked to create a new account.  I decided to try to logon through my web browser and was able to log in only to find a trial account and no files.  When I check my event history I see that this is a new account.  How can I get back in to my upgraded account? It is not a shared access account, so I don't believe anyone could lock me out.  I've tried to contact customer support, but it won't work.

Thanks

[Nancy]

Hey @Cason S! Thanks for posting on our forum. 

Do you have any other email addresses, besides the one you see here? From your description, it sounds like your paid plan is linked to another Dropbox account/email address.

Other than that, you can check your bank statement for a 12-digit transaction ID next to your Dropbox charges. You can then insert it in this page and it’ll show you the exact email address it’s linked to, so that you may log in to the correct Dropbox account. 

Let me know how it goes.

[Cason S]

Thanks for that insight.  It appears as though my account was hacked.  They got into my email and changed the email for my dropbox and the password.  What options do I have no to recover and restore my account?

[Rich]

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@Cason S wrote:

They got into my email and changed the email for my dropbox and the password.  What options do I have no to recover and restore my account?

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Contact Dropbox Support directly. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

• https://www.dropbox.com/support/sign-in-issues