Child Item

My computer backup files went missing after our Business team account was closed

As per support ticket #23762350 (opened 19 May, no answer for 3 weeks), my MacBook Pro desktop, documents and downloads folders were wiped and made inaccessible when my employer moved to close our business account. None of my colleagues (some on the same iOS and seemingly with the same sync settings) encountered this issue. I understand our files are supposed to be stored for 90 days as a failsafe but since I cannot log back into my defunct work profile to alter or reset any strange sync settings I am stuck as to how to recover these files or at the very least recover functionality of my essential folders. Since a quick search of the forum suggests this is a common bug I'm baffled that the Support Desk deem fit to leave this issue on 'being investigated' status for going on two months. ANY advice from the community or a Dropbox engineer would be hugely appreciated since I have not only lost several years worth of important professional and personal files but also cannot use my computer as normal.

Thanks,

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Accepted answers

Nancy

I’m really happy to hear this, @Carlie_CommonState, and that we were even a bit of help in this situation!

For anything else, don’t hesitate to give us a nudge.

All comments

Nancy

I’m sorry to hear this happened, @Carlie_CommonState.

Have you already checked your Deleted files and Events pages? Is there any trace of your missing files there?

Other than that, I found your ticket in our system and I can see that our specialized team is indeed working on your request. I totally understand your frustration, especially if this is taking some time, but since they have account visibility that we don’t on the forum, I’d definitely suggest continuing with them.

I’ve gone ahead and left them an internal note with our convo here, so that they can see it and get back to you as soon as possible. You can also give them another nudge, if you wish.

For anything else, I’ll be right here.

Carlie_CommonState

Thanks for following up Nancy! Since I've been signed out of the business profile I can't log in to view any file logs (I post here from my personal profile). My internal IT manager has been stuck in limbo waiting for the Support Desk to reply and I'm naturally concerned about files being deleted for good.

Nancy

Out of curiosity, what do you see exactly if you try to log in to your Dropbox account again? Can you send me a screenshot perhaps, while hiding your email address?

Carlie_CommonState

Depending on whether I try signing out/in or adding a team account or signing in via Google, I get 'invalid email or password' or 'we couldn't find a Dropbox account matching that email'. I assume because mine was a sub-profile of my company's account. The app now defaults to signing me into my personal account.

Thanks for your advice,

Nancy

Thanks for the info! I’ve attached all of the details you’ve shared with me here in your convo with our support, so they should also be able to access them.

If you have anything else that may be relevant to the case, feel free to mention it in your ticket as it may help our team investigate further, as well.

Carlie_CommonState

Thanks Nancy, appreciate the swift response.

Nancy

No problem at all!

Carlie_CommonState

Hi Nancy, any tips on getting an answer from Support Desk? I followed up my previous email, following on from your internal prompt, but still no response since 28 May (when 'engineering were investigating the issue'). Business account service can't be that slow, can it??

Thanks,

Hannah

Hey @Carlie_CommonState, thanks for the nudge here.

Unfortunately, there are no updates on the case at this time.

This doesn't have to do with your plan, but with your issue, and from what I can see, the team is still investigating, so once they have an update for you, they'll get back to you on that email chain.

Thanks for your patience in this!

Carlie_CommonState

Thanks Hannah. What kind of timeframe can I expect for a response? Either the super-smart engineers are completely stumped by an issue that I've seen raised on here multiple times, which seems odd... or they're so overwhelmed with work that they haven't even come to my support ticket yet. Before I give up and pay a technician to reset my laptop to factory settings I'd rather know if things like my citizenship application documents and business contracts might be recovered or not. As you can imagine, this seemingly minor issue has already cost time, money and mental stress.

Thanks for your advice,

Nancy

Hi again! I took a look at your support ticket and I can see our agent replied back to you.

I totally understand where you’re coming from and I’ve left them another internal message, so that they can access your comments here on the forum and see how this affects you.

Carlie_CommonState

Nancy and Hannah you beauties! We just got all the files back from your colleagues, I can't thank-you enough for following up. Seriously grateful for the swift responses and reassurance. My Desktop is still not firing yet but Documents & Downloads are functioning again and I'm relieved to have the file admin burden lifted.

Best,

Nancy

I’m really happy to hear this, @Carlie_CommonState, and that we were even a bit of help in this situation!

For anything else, don’t hesitate to give us a nudge.