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I need to recover documents deleted over a month ago

Hi,

I need to recover a folder I deleted more than 30 days ago (10/1/25). I can see the folder with all the files in the events as deleted but I can't recover it.

I don't see the chat with an operator on my dashboard.

Could you please help me?

Thank you!

Carlotta

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Comments

Jay

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

Could you confirm what plan you're on according to this page on your account?

What options do you get when contacting support?

This will help me to assist further!

Metamorfosi

Hi, now I'm on Essentials, I should have access to the chat with operator but I don't see it on my dashboard.

Thank you!

Jay

Are you on a paid plan, or a trial for Dropbox Essentials?

Metamorfosi

I'm on a trial but I can pay if it's useful to recover the folder

Jay

Thanks for the info, in order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?

Metamorfosi

Sure, thank you!

Rich

Metamorfosi wrote:
now I'm on Essentials ...

Were you on Essentials at the time of the deletion, and ever since, or did you just upgrade now? Typically, upgrading to a paid plan will not give you the ability to recover files that are already beyond the 30-day recovery period. It doesn't work retroactively.

Jay

I've sent you an email, please could you reply to it as soon as possible.

Mark

Metamorfosi wrote:
I'm on a trial but I can pay if it's useful to recover the folder

You would have had to have had Essentials at the time of deletion to recover past 30 days. It is not retroactive - the help pages do state this I'm afraid.

Also, note that while a none paying member you do not get access to the paid support packages (e.g. Chat). If you need/want chat you need to have paid.