Missing files when logging into Dropbox after a long time

Hi @shanileborja, and thanks for posting here.

If you hadn’t used your Dropbox account for more than a year, then it’d be subject to account deletion after that point (and it wouldn't be recoverable).

However, if your account was set to be deleted, you should’ve received multiple warning emails to your linked email address a few months in advance.

Hope this clarifies things.

All comments

Hi @shanileborja, and thanks for posting here.

If you hadn’t used your Dropbox account for more than a year, then it’d be subject to account deletion after that point (and it wouldn't be recoverable).

However, if your account was set to be deleted, you should’ve received multiple warning emails to your linked email address a few months in advance.

Hope this clarifies things.

Hi. I am having the same issue. I received no warnings in my emails. There is no one for me to contact because of my plan. Please contact me

My issue is a bit different as my account still exists, but all files are missing. None are in recently deleted

I logged onto Dropbox today after a very long time. All of my files are gone. They are not in the deleted folder and there is nothing in activity. I had uploaded many pics to Dropbox circa 2015-2017 and now they are all missing. There is no one for me to contact because I am on the Basic Plan. Please help me get my photos back.

Hannah

Hey @samirothmanxo, sorry to see about your files missing.

Do you see anything in your events page here?

When you signed in, did it simply allow you to sign in, or were you prompted to create a new password/account under that email address?

Mark

Hi @samirothmanxo

If you havent logged in in over 12 months the files are deleted for inactivity. Unfortunately you cannot recover these if this happens. Dropbox does send multiple emails over many months saying this is going to happen and the consequences of not logging in to keep an account open.

Note that the issue is identical to the posted one. Your account does still exist - all of them do, so logging back in will let you log in quite happily. All that happens is the DATA within the account is removed. So logging in will reactivate the account but it will be empty.

Sorry 😞

It allowed me to sign in. And I see nothing in the events page. Someone below said if you don’t sign in for 12 months everything is deleted. Is that true? Is there really no way for me to recover my photos? I didn’t receive warning emails

Hey @samirothmanxo. Are you 100% sure you didn’t create a new Dropbox account, when logging in?

If you go here, do you see the exact same email address you used to sign in in the past? Do you have any other email addresses that could be linked to a different Dropbox account?

I have a similar problem although I can log in to my account. I never received emails notifying me that my files would be deleted but nonetheless, when I log in, it's empty. Up till very recently I've been getting emails saying my account was full (2 GB) so I know that's incorrect. Please advise.

Walter

Hey @A1Alliance - sorry to hear about your missing files.

When is the last time you remember seeing them on the website?

If you made sure that you're looking at the correct account, do you see any signs of them in your events page?

I saw them a few months ago and now there's nothing - looks like a fresh account. Also note that I've been getting regular drop box full emails.

Also, no nothing on events page.

Mark

@A1Alliance wrote:
Also note that I've been getting regular drop box full emails.

You are almost certainly logged in to a different account then. Make sure the email you use is identical to the email you use from Dropbox.

The OTHER thing is that Dropbox terms do state that they can, and do, remove data from accounts to bring people back under quotas.

enzo_nardo

THIS HAPPENED TO ME TOO. They're telling me I'm using a different ID. They just decided to kill my account. If I can get my data back, I'm going to put it all on an external hard drive and never use drop box again. C YA!

First of all, I use an encrypted database of usernames and passwords. Secondly, I'm using the same email address account that receives the emails from Dropbox telling me my account is over quota. So it is one hundred percent certain that I am, in fact, using the correct account.

In addition, your comment regarding the leading data that's over quota is irrelevant. What happened to the 1.9999 gigs of data that are below the 2GB quota??

Are you a dropbox employee? I am at a total loss to understand how it's possible that Dropbox claims to offer a secure product, when you can't even get someone to fix a problem when it appears they are clearly responsible for data that's been deleted.

DBX_Pedro

Hi @A1Alliance,

Thanks for reaching out. We understand your frustration while trying to get this issue looked into and want to help you with this.

In order to help you look into this issue, can you please confirm that the email in question is connected to the account you are contacting us through?

Is it okay to use that email in this query?

Is there exclusive usage of a phone for the account you are referring to?

We can take it from there.

enzo_nardo

The email has been the same ever since I started, which was around the same time that Drop Box started. [removed per the Community's Guidelines]

Walter

Hey @enzo_nardo - I just removed your email address from your post.

I wanted to mention that we're only able to reach out to you to investigate further internally through the email address that's linked to your profile here, on our Community.

You can see the email address on your account's setting page.

Confirming that the email in question is connected to the account I am contacting you through.

I am not sure what you mean re "exclusive usage of a phone for the account". Please explain.

Hey @A1Alliance, hope it’s OK to jump in.

Can we log a ticket for you and look into this via email instead? It’ll be easier this way, since we’ll be able to see account info.

Please do. Please also confirm that the email address you have ends in ...uru.com, not a gmail address.