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Lost earned storage data after downgrading subscripiton

I have used drop box for many years for free and had accumulated 5.75 Gb of extra storage space from inviting friends to dropbox. For the last few years I needed more space so got a Plus account. Recently, I downgraded back to a free Basic account and, although in my history still says that I have earned 5.75Gb of storage space, my account has reverted to only the 2 gb that one gets when signing up for free. It seems impossible to contact dropbox support. Does anybody know how to get those lost Gbs back??? Many thanks in advance

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Mark

Have you accidentally activated Backups?

www.dropbox.com/backups

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Jay

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

Referrals would not be removed from an account when you downgrade. You should still be able to view them on your account from this page.

Your total quota should also be shown here as well.

If you're not seeing the referrals there, please let me know!

ajondexea

Thank you Jay. That was useful. I do seem to have the amount of GB from previous referrals. It seems that the problem is that that it keeps saying that I don;t have enought espace.

I have erase everything that I can erase so I should have less than 2gb but it still says that I am using 18gb. I have erase all shared files as I have seen this may be the problem but it still tell me I am using 18gb. I cannot find anything else to erase.

I don;t know what else to do. Can you help, please?

Thanks

Mark

Have you accidentally activated Backups?

www.dropbox.com/backups

Hilly77

I have exactly the same problem. I downgraded from a large professional account to a free account. With credits for good behavior I should have had 8.25GB but instead it now says that I have, once again, 2GB. This just doesn't seem right or fair but it seems seems to be happening to a large number of people in the system. I would like to consider using Dropbox for my next business venture but not if it doesn't support my in this transition.

Regards

Hilly77

Happy to reveal name and account information to actual Dropbox staff but I just can't find a single email address to write to about this problem... it looks like your system is designed this way to discourage communication.

Jay

Hi @Hilly77, could you confirm the total amount of quota on your account as displayed on this page? A screenshot of this would help greatly!

Hilly77

Screenshot 2023-05-26 at 11.30.46 AM.jpg

Jay

Thanks for the image. As you can see, the total quota on your account is 8.25 GB, as you mentioned you should have on your account. Where are you seeing 2 GB for your quota?

jldallman

I have had Dropbox for years and upgraded to premium many years ago for additional storage needs. Today when I tried to access the Dropbox Folder that sinks with my online account, it was gone. Then when I went to login online, none of my folders or files are there except for 2 that I accessed last week. I have hundreds of documents in many folders as I am a teacher and need access to immediately. I was on automatic renew but am unable to see the renewal and wonder if that hasn't occurred and my account is suspended. How can I check that and retrieve my Premium Account with all of my folders.

Jay

Hi @jldallman, prior to today, when was the last time you logged into the account itself? Was it over 12 months ago?

Are you certain that you've logged in using the same email used for the Dropbox account?

jldallman

I had the Icon on my desktop and would just access it that way because of the automatic sync so I'm not sure.

jldallman

Hi Jay

Also, there are two email that are used for teachers, one with their full name and one with just their initials. Google automatically signed me in with the initials but email sent from Dropbox use my full name. I'm not even sure which one I use because my username and password are on a doc in my Dropbox account.

Jay

When you access the account that way, do you see any payment history, confirming it was the older paid account?

Which exact email address did Dropbox email you on? This would be an account associated with Dropbox.

If you don't know the password for that Dropbox account, and you have access to that email, you can reset the password using this link.

jldallman

Jay,

When you access the account that way, do you see any payment history, confirming it was the older paid account?

I cannot see any payment history.

Which exact email address did Dropbox email you on? This would be an account associated with Dropbox.

That email uses my full name but when I try to login, it uses a my email associated with that account that uses my initials instead of my full name.

If you don't know the password for that Dropbox account, and you have access to that email, you can reset the password using this link.

I tried to reset my password earlier this morning using that link and now I am locked out because of too many repeated tries.

I would like to recover the account and pay for the same level I had before which was the step up from Basic at around $110 / year. Is this possible for me to do?

Jay

It does sound like you have a second email address then, one which had the previous payments on it.

If you wait for a full 24 hours, you should be able to reset the password for that account, access the account and files, and then upgrade it as needed.

jldallman

The problem is that when I tried to use that email (the one that Dropbox uses to send messages to me) this morning, it said that the account did not exist. Is there a way for you to help me recover my account and pay for the premium?

jldallman

I guess if it resets in the morning, I could upgrade it but how do I know that my folders and files will be there.

Is there a way to talk with someone at Dropbox who can open my account and help me renew it? It looks like I cannot talk to anyone without a paid account which I had until this morning.

Jay

If you're able to create the account as it doesn't exist, then this means that the old account was either deleted, or deactivated.

If that's the case, then it wouldn't be possible to recover it or the files within, unfortunately.

Are you certain that you accessed that specific account recently? Was it part of a Dropbox Business team, or a personal account?

jldallman

If you're able to create the account as it doesn't exist, then this means that the old account was either deleted, or deactivated.

If that's the case, then it wouldn't be possible to recover it or the files within, unfortunately.

Are you certain that you accessed that specific account recently? Was it part of a Dropbox Business team, or a personal account?

I was using it as recently as last week May 25, to access my student lessons on Dropbox. Here's the thing, my computer had an Icon from the APP in the folder my Desktop that I used to access the Dropbox Folders. Those folders synched with the online Dropbox folders. So, yes, I had been using is recently.

I saw in my C: Drive that my computer (Lenovo) had updates last night at 6:21 pm and 7:16 pm so I'm wondering if that is why the Icon is gone but not sure how that would affect my online version.

Megan

Hi @jldallman, have you tried accessing your events page in the Dropbox account that you still have access to?

The Events page gives you an overview of all activity in your account, so we should be able to identify if it's a new account, or not.