I purchased a new phone and the app transferred, and I can open my account, but I can't see any of the existing folders.
@maw83 wrote: The original email was changed, but I'm not sure if it accually changed in the Dropbox system.
The original email was changed, but I'm not sure if it accually changed in the Dropbox system.
If you changed your email address you need to update your Dropbox account yourself. It doesn't know that your email changed so it can't update your account automatically. If you didn't update the email address on your account, then try signing in with the old email address.
Unfortunately, I have my Dropbox password saved in my Dropbox, so I have a problem.
If you don't know your Dropbox password then you'll need to reset it, but that requires that the email address on your account is up-to-date. If your account is still using your old email and you no longer have access to it, you won't be able to receive the reset information.
Currently the account shows there are no files in my account.
You are most likely signed in to a different account. Try to sign in with your old email address.
I can't find a phone number to talk to someone ...
There is no phone number. Phone support is available to Business accounts, and it's provided by a callback initiated through the Admin console. All others can find the support options available to them on the Support page. If you're on a Basic account, you're limited to the self-help options (Help Center and chat bot) or posting on these forums.
@maw83 wrote: I purchased a new phone and the app transferred, and I can open my account, but I can't see any of the existing folders.
Can you see anything in the account or is it completely empty? If it's empty, it sounds like you created or signed in to a new, empty account, instead of your original account. Make sure the email address you used to sign in with is the same one that you used on your older phone.
Thanks for the feedback. I appreciate the help. I have an issue with the email. The original email was changed, but I'm not sure if it accually changed in the Dropbox system. I know I saw this email address linked to something not long ago. Unfortunately, I have my Dropbox password saved in my Dropbox, so I have a problem. Currently the account shows there are no files in my account. I can't find a phone number to talk to someone, but I'm really struggling. I really need the passwords that are in my account.
I changed the email address in Dropbox years ago, but I think the files were still under the old email, which is no longer available. Do you know if I can link the files from the old address into the current one?
@maw83 wrote: I changed the email address in Dropbox years ago, but I think the files were still under the old email, which is no longer available. Do you know if I can link the files from the old address into the current one?
If you updated the email address on your account, then the files would no longer be under your old email address. Files aren't tied to an email. They reside in your account, and your account has an email address associated with it. You sign in to the account with your email address.
I still think you're signed in to a different account. If you were signed in to the same account, you would see any files that are in the account. Look at your Events page. If it's empty, then you're signed in to a new, empty account, and your old account is still out there somewhere, likely under the old email address.
The other consideration is how long ago you last accessed the account? Have you been actively using the account, or has it been more than a year since you last accessed it? If it's been more than a year, then the account could have been deleted due to inactivity.
I have used the account recently, so that's not the issue. The new phone wanted to connect to Dropbox through Google, so I was doing that. I've tried to to sign in using the email listed under my account but it gives me an error: "incorrect email or password." SInce I'm asking for the password it must be saying that the email address is wrong, but its the email that shows up in my account. So why can't I get the password sent to my address?
@maw83 wrote: The new phone wanted to connect to Dropbox through Google, so I was doing that.
The new phone wanted to connect to Dropbox through Google, so I was doing that.
And the old phone wasn't signing you in through Google? That's likely the issue then (you've chosen a different login method which likely resulted in a new account). Unfortunately, I don't know how to resolve that. You'll probably need to contact 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.
Make sure you explain that on your old phone you were signing in with your email address and password, and on the new phone you chose to sign in with Google, using the same email address.
@Ritchichi wrote:I have a new smartphone and new emailadres, now in dropbox all my files are gone , how can i get my files back
Did you change the email address on your account, or did you just sign in with the new email (which likely created a new, empty account).
Sign out of the Dropbox app on your phone and then sign in with your old email address. If needed, you can change the email address on your account by following the information in this help article.
Hello. I recently got a new phone and logged into my dropbox account and noticed that all my photos/files are missing. This includes my wedding photos. I went to update my plan so I could see about recovering them, but my phone states that I am already paying for the Plus plan and will not let me add it, however, inside the app it only shows that I have the basic. Can someone please help, as I really want to recover those missing photos/files.
Thanks!
Hey @Abeard3, thanks for reaching out and sorry to see that you can't find your files.
Is it possible that you created and signed into a new Dropbox account instead of your older one that has your files in it?
Can you check any possible email accounts that you have for emails from Dropbox, to see if that's a possibility?
Hey @Abeard3 - sorry to jump in here, but have you tried restoring your purchases as outlined here?
Thanks for trying, @Abeard3.
Can you check if you have the purchase receipt in your email about the Dropbox Plus payment?
If you have it, let me know, so I can send you an email in order to investigate further.
I do have the receipt .
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Hi @Abeard3, I've sent you an email, please could you reply to it when you get a chance.
