Files have been deleted, are not in the trash bin or registered in events

@emy_l wrote:
@310EI You do not know how grateful I am for the support!

Have an excellent week

Hello, @emy_l...

I'm glad that I could help you to know that you're not alone :nerd:

Losing irreplaceable data is something I deal with often in my profession. I may suffer from OCD when I'm on a quest to teach our client's to safeguard their data as much as possible (using multiple methods).

Please keep in mind that I use Dropbox daily because it offers a multitude of fantastic features (eg: sharing collaboration folders, Teams, smart sync, paper, multiple device syncing, etc). However, I use an off-site backup service to help protect our data and I recommend it to other people (eg: CrashPlan, iDrive, etc). In addition, we use encrypted external backup devices.

For future reference, I believe that you should implement several alternative methods to keep your data safe from different threats (eg: theft, fire, hard drive failure, malware or ransomware).

Thank you... try to have a pleasant week as well.

Ah, thanks for keeping us in the loop, happy to hear that you can now access your files! :dividers:

Feel free to review our latest correspondence at your convenience (as I understand that you may also need to spend some time with your family these days) &, should you experience further issues, you may refer back to your email communication.

As for the time being, I’ll accept @310EI ‘s latest reply as a solution, since this points us towards the right direction.

Once again, I’d like to remind you that we’re just a post away in case you’d like to share your thoughts in the future or experience further issues. Until then, take care & have an amazing day/ rest of your day! :slight_smile:

Thanks to both, honestly without the answer in time of @310EI would have given me a collapse. It was important to understand that the files are not deleted and that we were on weekends, outside of working hours. That gave me some strength to wait until Monday. Then on Monday everything flowed. Thanks again @Jane for support and solidarity. Hug to you and have an excellent week, full positive and full of good energy.

:grimacing::grimacing::white_check_mark::white_check_mark:

All comments

Hello, @emy_l...

You didn't specify what type of account you use (eg: Basic, Individual or Team).

It's important for you to understand that Dropbox does not delete your files, even if you go over your storage limit, nothing is deleted. If that happens, syncing simply stops and will resume once you bring your account back under its storage limit.

Keep in mind that if you share collaborative folders and someone deletes the files in those shared folders, then they will be removed from your account.

ATTENTION: You can recover deleted files but that's only available for 30-days unless you have a Pro or Dropbox Business account (120-days). However, if the other people that you share a folder with inadvertently deletes your files and you don't login to your Dropbox account until the 31st day then your folders/files are permanently removed from Dropbox's servers.

Take a look in the deleted files section to see if your deletions appear in that area.

I'm listing the Help Center articles below for your convenience, this way you can read them at your leisure.

HELP CENTER ARTICLES:

@emy_l wrote:
I have asked for help by chat, mail and twitter without answers.

I did not find a way to recover anything and the support team did not respond.

Hello...

I sympathize with your situation... below are some guidelines for contacting support.

Phone support is available to Dropbox Business customers, your administrator can give the phone number and required PIN to you. Basic and Plus accounts use the ticket system.

Replies usually take 1 to 3 business days with Plus and Pro users getting priority (longer for basic members).

PLEASE BE AWARE:

Do not submit more than one ticket for your particular problem. Doing so will force your ticket to the end of the queue again which is counter-productive.

Thank you for responding, I have dropbox business but I do not see a phone number, I only had the opportunity to chat and the chat was immediately impeded. I only have 2 responses after the "wait" chat that was on Thursday.

Seeing the lack of communication and the importance of the situation, I have made the mistake of sending more than one message.

-I have tried all the ways to recover the files, in events no record appears to have been deleted.

-There are no files in deleted files. This I wake up on Thursday morning, tomorrow is Sunday, and there will be 4 days of this problem.

-It is not possible to restore to a past time, it does not give me the option

-I try to access the dropbox support account to make a ticket, I'm not allowed either.

I greatly appreciate the time it has taken to answer you, but I can not locate the solution, I only have the option of email, chat, twitter and community. I have used them all. Since Thursday there has been no communication.

I'm quite desperate with this, I appreciate the support very much.

Thank you very much, I did not know that I had to create a support dropbox account, I see that I have 2 open tickets. I have no answers but at least I see the tickets.

@emy_l wrote:
Thank you very much, I did not know that I had to create a support dropbox account, I see that I have 2 open tickets. I have no answers but at least I see the tickets.

Hello, @emy_l...

You're welcome.

If you post the ticket numbers here then I'll forward them to a Dropboxer (employee). Don't expect a response today since they usually respond during business hours Monday through Friday.

@emy_l wrote:
Thank you for responding, I have dropbox business but I do not see a phone number,

I'm quite desperate with this, I appreciate the support very much.

Hello, @emy_l...

No worries, you're welcome.

Phone support is available for Advanced Team users but not Standard (view Support options available towards the bottom). However, if you're an Advanced Team user and don't see a number, then possibly it's because you're not the Admin for the account.

I wholeheartedly understand your desperation. As I mentioned in my previous response, please post your ticket numbers here so I can forward them to a Dropbox Staff Member to review.

You'll have to be a patient a bit longer for Dropbox to tackle your situation during their business hours.

You do not know how much I appreciate your support.

I have two open tickets:
1- Dropbox support chat
# 7758638 3 days ago 1 day ago
2- TEAMS: Recover files
# 7763651 21 hours ago 21 hours ago

Thanks again, but if I'm an account manager, that's what I think is weird

@emy_l wrote:

You do not know how much I appreciate your support.

I have two open tickets:
1- Dropbox support chat
# 7758638 3 days ago 1 day ago
2- TEAMS: Recover files
# 7763651 21 hours ago 21 hours ago

Hello, @emy_l...

You're welcome although my help for you is limited.

I forwarded those numbers to a Dropboxer for review (during their normal business hours).

@emy_l wrote:
Thanks again, but if I'm an account manager, that's what I think is weird

Hello, @emy_l...

If you're the Admin for a Advanced Team then it's possible the number doesn't appear unless it's during their business hours (I'm not sure, just a theory).

IT’s a los! Tks

hello, I found the flaw, one of the users [email address removed by Jane for security reasons] Are delete the files in his computer, that should be the cause of file loss. but there are no deleted files or event history. I cant recover them.

Mark

Does that mean it was in a shared folder?

If that folder has then been unshared the history etc. is lost. Rejoin the share and you should see the files again - note, only within 30 days of deletion unless you pay for more.

All this happened on Thursday, not more than 4 days have elapsed yet.

checking I've seen that we have the Business account but none of the users is an administrator. I should be the administrator, my email [email address removed by Jane for security reasons] is the one that goes to business and invites the other members.

Within the users appear 4 members and we are only 3, one of the users sent the invitation but we agreed that we would only be 3, I could not delete the license to reduce 3 users.

I apologize for charging you with so many questions, but I do not have anyone else to ask

Mark

I suggest contacting support emy as they should be able to find the data for you and help you downgrade.

Hey @emy_l, I understand that you’d need further assistance on this matter & for that reason I was able to locate your open tickets with our team; many thanks to @310EI for pinging me here!

You may keep in mind that I’ve made sure to transfer your comments to my colleague on this correspondence (this is merely as account-specific cases can only be investigated via our official support channel, as they require sensitive details).

Once they get to check the relevant info on our tools, they’ll get back in touch on this email chain with more info on your restoration request.

As we understand that you’d like to expedite resolution, we’ve also made sure to increase your email priority internally, so rest assured that they’ll do their best to help you on your inquiry.

Thanks again for your following-up with us here & for your patience during the process!

Hello Jane, thanks for helping us, I am really disappointed, this has been a chaos.

We have decided to use the dropbox business as a backup cloud, while we changed the physical hard disk, it should be something simple, in less than 3 days we have been using the service, all the files of the clients have been lost.

This has caused us a 2-day work stoppage and we are still behind. I know it does not sound important but we are a graphic design studio and all the files in the container folder are those of our daily work with our clients.

I need Help ASAP HELP!!!

@Jane wrote:

As we understand that you’d like to expedite resolution, we’ve also made sure to increase your email priority internally, so rest assured that they’ll do their best to help you on your inquiry.

Hello, @emy_l...

You're in good hands now that @Jane is monitoring your ticket(s).

I hope that the Dropboxer's are able to help with your particular problem - good luck.

@310EI You do not know how grateful I am for the support! Have an excellent week

@emy_l wrote:
@310EI You do not know how grateful I am for the support!

Have an excellent week

Hello, @emy_l...

I'm glad that I could help you to know that you're not alone :nerd:

For future reference, I believe that you should implement several alternative methods to keep your data safe from different threats (eg: theft, fire, hard drive failure, malware or ransomware).

Thank you... try to have a pleasant week as well.

Hey @emy_l, I understand that this may have been frustrating to you & for that reason we tried to look into the matter internally in the best possible way.

I can see that you’ve received a reply by one of our highest level technicians regarding your restoration request. Have you been able to see their latest message?

Please keep me updated on the progress here (or just in case you need further assistance) & I hope you have a beautiful rest of the day ahead!

Hello Jane, I am going to review the message, but today I saw that the files are appearing. Thanks for the support!

Ah, thanks for keeping us in the loop, happy to hear that you can now access your files! :dividers:

As for the time being, I’ll accept @310EI ‘s latest reply as a solution, since this points us towards the right direction.

:grimacing::grimacing::white_check_mark::white_check_mark: