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Switched to a new account, and now all my files are missing.

I switched to a new phone and had trouble logging in to my account. When I did get logged in on the mobile app, there are no folders or files. I hadn't logged on to dropbox for a while, and I see in other posts that they will delete your files if you don't log in for a year - but that you'll get email notices. I don't have any notices and they are still charging me the monthly fee (last payment the first of October). Can you help? Is there a phone number I can call for help?

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mgruys1

Hello, Megan:

Thanks so much for your ultra quick response and for the account lookup info! I was able to find my account - under a slightly different userID than I was using to log in last night (a variant of my Gmail username). Problem solved - due to your help!!!! Huge thanks to you! Hope you have a wonderful day! Thanks again!

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Megan

Hey @mgruys, let's jump right into this!

Are you certain that you didn't simply log into a newly created Dropbox account, instead of your old one?

Since you mentioned that this is a paid account, you should be able to use our self-serve look-up tool in order to locate where the charge is coming from, and compare the email address.

Want to give it a go?

Let me know of any updates!

mgruys1

Rich

@mgruys1 wrote:
I was able to find my account - under a slightly different userID than I was using to log in last night (a variant of my Gmail username).

This is an important tip for anyone else that comes across this thread. Many mail services, such as Google, allow you to alter your email address and continue to receive email. For instance, with a Gmail address, email sent to johndoe@, john.doe@, or j.o.h.n.d.o.e@ will all go to the same Inbox. Gmail treats them all as the same email account.

The problem occurs if you use those variations of your email address to sign in to a different service, such as Dropbox. They will see each variation as a different email address and it will result in a separate account.

Megan

Awesome news @mgruys!

Have a lovely weekend ahead,enjoy! 😀

mgruys1

Thanks for the note. That is exactly what happened to me!