Corrupted Folders/Photos when uploading

Hi @UnhappyClient, thanks for bringing this to our attention.

Could you clarify exactly what you see on the Dropbox site after the files were uploaded, and what happens when you try to open them?

A screenshot of this would help greatly.

This will help me to assist further!

2023-03-14 (1).png 2023-03-14 (2).png

These are files which contents disappeared:

2023-03-14 (3).png

All of these folders (plus many more are empty)

2023-03-14 (4).png

Hoping that I can regain these before my "100gb get's wiped out.

Hannah

Sorry to jump in here, @UnhappyClient, but can you give us some more info on how you uploaded all these folders?

Did you use our website to do so?

How large was the entire upload in size and did the upload appear to finish successfully?

Thanks, Hannah!

If i can recall, i just copied/moved them. It created a "My Dropbox Move" folder It appeared to have everything there until I looked into the folders and found most pictures were not there. There were a lot of loose pictures, but it doesn't seem nearly complete. This, obviously is discouraging,

Also, my apologies for my reaction, but this method of getting answers/solutions is a poor substitute for customer service. It's like a slow motion wack-a-mole.

Would greatly appreciate any help you can provide.

Hannah

Hey @UnhappyClient, thanks for your reply.

The support options you have available, depend on the plan you have, but hopefully, we can get to the bottom of this here.

Can you please clarify how you moved/copied the files?

Did you move this "My Dropbox Move" folder into your local Dropbox folder or did you drag and drop it to the website?

And do you remember how large the upload was? Was it perhaps more than 50 GB?

Thanks, Hannah:

Regrettably, I can't remember the actual steps. The "My Dropbox Move" folder was generated as a result. I don't recall that it was over 50gb, but quite possibly was.

tnx

Hi from me as well, @UnhappyClient!

I can see that the files on your screenshot are .gif files. Is it possible that they’re more than 100 MB or 50 megapixels each?

Have you tried to re-download a few of them to your computer and they still appear corrupted?

Thank you, Nancy,

When I first opened them, they were fine. They are are bytes, not mb. Downloading does not alter them.

It appears that there is noone willing to actually look at my account. Working with DropBox is becoming large disappointment. Nowhere in it simple "sign up" process does it explain that there is no customer service available unless you have the appropriate subscription. I am being asked to renew/upgrade. This "find your own answer" approach does not give me confidence that I should give up my OneDrive/Google. Even Amazon is looking like a better choice for my valuable photos.

Thank you,

Walter

Hey @UnhappyClient, sorry to jump in, but would it be OK if we reached out via email to have a further look internally at this point?

Good Morning, Walter:

My apologies for the delay in responding. Prior to connecting by email could you please tell me what your affiliation with dropbox/community is?

tnx

Hi @UnhappyClient, users with the Dropboxer title, like myself, work for Dropbox, and we also provide support for the community.

Thank you for your response. i have had a few major projects which has prevented me from responding sooner. How should i i forward my email contact? Or, do you have access to that. Email would be fine.

Thanks, I've sent you an email, please could you reply to it when you get a chance!

Hi Jay,

I responded to you confirming my email.

I received an automated response this morning, but couldn't find anything new here.

Am I missing something?

tnx

I haven't received any emails from you since my email message on Friday. Please could you check your inbox again to see if you received my second email?

Found your Friday email in my spam. Sent response. I'll work on your to do list.

Thanks for the update. I'd also recommend adding the email address to your contacts list so it doesn't get sent to the spam folder again.

My apologies if the tenure of this response is a bit short. I am finding my relationship with DropBox, AI Gone Amok!

I have lost files but continue to be asked questions which I have either explained, answered, or don't know how to answer.

My credit card was billed, yet I continue to get messages that I am out of space.

Any efforts to reach customer service is met with distractions and trying to fit the round peg in the round hole or, "please ask someone in the community or elsewhere."

Why should I put faith in a company who avoids direct contact about service or billing and puts them in a constant "do loop"!

Is there anyway to resolve these issues?

Thank you!

Hey again, @UnhappyClient.

Are you referring to the .gif files you were unable to access previously?

Also, when checking your bank statement, do these charges appear to be coming directly from Dropbox, or iTunes/Google Play?

The $127... charge is clearly from "DROPBOX" 185 Berry St, San Francisco, CA 94107-5705.

While I am concerned about my files, At this point, I believe I need to get the BBB, FTC, or CA DCA regarding charging me without providing me services. There seems to be a firewall preventing consumers from getting the assistance they deserve.

Please Provide me with a direct contact to discuss my account.

I've already provided my email. If you need my phone [removed per Community Guidelines]

Is it alright if we log a ticket for you then to further help you with this?

That would be greatly appreciated, Nancy!