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I need help restoring my files, and the active ticket isn't processing.

On Monday (2/3/25) I accidentally deleted a very large and crucial to my livelihood folder. I immediately reached out to Dropbox chat support and got a couple of different answers as to what I can do. My account tier holds deleted files for 180 days. So I was pretty calm when they told me a simple "rewind" would restore the files. Without going into days and hours of details, here's how things are playing out:

The process was immediately not working.
I was escalated to the "advanced team". I was assured by someone named Jared, that all was fine and under control. I had to wait for the current rewind attempt to be either successful or fail and then he or his team would help with the next steps. Nothing happened for a couple days...DAYS. By all accounts, this rewind process should take a few-to-several hours.

During this time, not follow-ups and no replies to "Jared" and the advance team.

Thursday (2/6/25) I got an automated email saying that me rewind attempt has failed (and this this is normally a one-time occurrence), and I should return to the folder and try to rewind again. It seemed to be working....then during the night last night (hours later) it stalled. It's been all day now (2/7/25) and the rewind has not picked up again.

At present I have a fraction of my files again.

I am losing income with every day that this restoration service (which we pay for) isn't working.

Customer service is not replying, if they do, I get the typical "copy and pasted" replies.

CAN ANYONE HELP? I need my files restored TONIGHT.

ticket number (current ticket, there have been a couple this week): #24744296

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Comments

Megan

Hey there @timpalin, sorry to hear about that!

I was able to take a look at your existing ticket number and it seems the priority has already been set to "High".

I can definitely see how crucial this is for you, since having access to your content is essential. I went ahead and also left an internal note with our communication so that the agent is aware, however there's not much that I can do on my end.

In order for the restoration to proceed, there's a specific team with access to advanced tools in order for them to proceed with your request.

I appreciate your patience, and thank you for your understanding while we work to resolve this for you as soon as possible.

Thanks!

timpalin

Thanks, Megan, for the reply. I know there's little you can do yourself as it's already in a pipeline. So thanks again.

However, I'm literally beyond the frustration stage. I have been forced to sacrifice paid projects with a new client this week...letting them down in the process.

I have only a few hours before this impacts me financially AGAIN. If anyone on the team is seeing this, my files must be available to my tonight. This is a financial situation for me at this point....aside from the frustration of not being able to access my other clients' files AS WELL AS 15 years worth of my artwork.

timpalin

Can anyone at Dropbox give me an update. A small handful of files in the past 24 hours. This can't continue this way!

Mark

timpalin wrote:
Can anyone at Dropbox give me an update. A small handful of files in the past 24 hours. This can't continue this way!

Unfortunatlely they dont work weekends (I'm not an employee so I cant help or I would). All I can suggest is replying to any open tickets to see if they have people around in office.

timpalin

Their tech support escalation team doesn't work weekends?!

Mark

There is no support I'm aware of on weekends bar Enterprise Support - and certainly none I (or any other Super User) has access to I'm afraid.

timpalin

Thanks Mark.

It's astounding how little support I'm getting from Dropbox themselves.