nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Child Item

I can't see one of my shared folders, and other members can't restore it.

SErc

Hi, I’m trying to recover a folder that has disappeared from Dropbox. The folder does not appear under Events, Deleted Files, or version history. I am the admin/owner of the folder, and it is shared other accounts. The folder still appears in two shared accounts, but when they try to restore it, the restore option does not work.

I currently have a basic unpaid account and would appreciate any assistance you can provide in recovering the folder. Thank you.

Find more posts tagged with

Restore

Shared Folders

File Access

Accepted answers

All comments

Hannah

Sorry to hear that, @SErc, let's see what we can find.

Have you tried searching for the folder in question through the search bar in your Dropbox account on the website? If so, what results did you get?

Also, if you check this page, are you perhaps able to locate it?

Keep me posted with what you find!

SErc

yes I checked all possible pages. Is it possible to give the shared account holders restoring rights? As they can see the lost folder in their accounts but cannot restore it.

Hannah

Hmm, where exactly do the members see the folder, @SErc?

SErc

The folder is appearing in faded text with a bin/trash icon next to it, which I assume means it is marked as deleted. When they click “Join folder again,” nothing happens and the folder is not restored. I was told this is because I am the admin/owner of the folder, but I cannot see the folder at all in my own account. Is it possible to enable the shared users to be able to restore access to the folder, or for the folder itself to be recovered.

Hannah

If the members had edit access to the folder, they should have been able to restore it.

Can they see the folder in their own events page or deleted files page?

Also, when was the last time you were able to access the folder from your account?

And do you know what happened to it? Could it have been permanently deleted?

SErc

The last time we were able to access the folder is around 27-28 April 2026. I dont think that members can see it in their own events page. After they inquired about it via Dropbox, the folder appeared in their folder in faded text. Can you please help?

Walter

When you say the folder appeared in faded text, could you maybe forward us a screenshot of how the folder looks so that we can have a visual too @SErc?

SErc

DB1.png

DB2.png

Walter

I see, thanks for the screenshots @SErc - much obliged.

Can you let me know what options are you (or they) getting when they click on the ellipsis (…) button?

SErc

This is on the screenshot too. the options: join folder again, folder info, folder activity. when they click on 'join folder again', Dropbox does not allow them to do so.

Walter

Are they getting any particular error @SErc? If so, I'd appreciate a screenshot of that too.

Also, have they tried clearing their browser's cache and/or another browser?

SErc

thank you, I will ask them and get back to you.

Walter

Sure thing @SErc - let me know what you find and we'll take it from there.

On a side note, if their access to the shared folder has been removed by the folder's owner, they'd need to ask the owner to grant them access again.

SErc

H again, when they want to restore the folder, it says: we are unable to complete your request. I am the owner, and I can't see the folder anywhere. P

Walter

Have you tried checking your sharing tab if you're able to add it back to your account @SErc?

SErc

yes, I can't see the folder anywhere, only others can see. they have a paid account, could this be why? can you help to restore it through their accounts?

Nancy

Hi from me too, @SErc! Can you use the search bar at the top part of your Dropbox account and look for this folder? Are you getting any results at all?

Also, if you, or any of the other members have already reached out to our support team about this, please send me your ticket number(s) here, so that I can also check them.

SErc

Hi Nancy, no result. could it be permanently deleted? I have tried everything, and need action from your side before it is too late. Can you please help?

SErc

I've earned a 'talkative badge' from this from, this is the only thing I could achieve in the past two days ;-) It would be great if you could help to restore the folder. thank you

Hannah

Thanks for trying, @SErc.

I just sent you an email, so we can take a closer look into this and see what can be done.

See you there!

SErc

thank you Hannah. I received a

SErc

Hi Hannah, I have written back to you and waiting to hear from you. I am aware that the issue is time sensitive so would appreciate it if you could attend it as soon as possible. thank you.

Walter

Hey @SErc - thanks for the nudge on this. I can assure you that you'll be hearing from Hannah on your ticket soon, but please let us know if anything else comes up in the meantime.