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where have all my photos gone?

I'm not sure what's happened and I'm really frustrated.
I got a new phone a few weeks ago, downloaded Dropbox and set it up so my photos would upload automatically from my phone to Dropbox.
Not only did that not work, but when I sign into Dropbox on my desktop none of my photos or files are there. Everything is gone.
I don't understand where my old account is with all my photos, and I'm not sure how to contact Dropbox to get help.
Thank you in advance for the help.

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Mark

@geeveff3 wrote:
I realized I was out of space so I've upgraded my account but I'm still unable to access any of my old photos.
How can I fix that?

So if you are out of space syncing just stops. It doesn't delete anything or remove files it just wont add new stuff. So unless you have actively deleted stuff on Dropbox by upgrading any devices which hadn't uploaded correctly should now start. However, if you have deleted the original files from those devices BEFORE they uploaded you cannot recover via Dropbox - as Dropbox doesn't know they exist

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Hannah

Hey @geeveff3, sorry to hear about this.

If you open the Dropbox app on your new phone, are you able to see your photos in the camera uploads folder?

And if you are, can you double-check that you're signed in to the same Dropbox account both on the mobile app and the desktop app?

Let me know what you find.

geeveff3

Hi Hannah,

Thank you for the quick response.

On my new phone it says, "Start by adding content" and when I login online it says, "Hi _________. Here area few ways to get started with Dropbox."
I have had Dropbox for over 7 years and have always used the same email address.

Nancy

Hey @geeveff3!

Besides the email address showing here, do you have any other emails that could be linked to your existing Dropbox account?

geeveff3

Hi Nancy,

This is the only email address I have ever used for Dropbox.

avavolkov2000

You should contact Dropbox support for advice if your files and photographs vanish from your Dropbox account. By visiting the Dropbox Help Centre and looking through the available choices to file a support ticket or get in touch with their customer care directly, you can get in touch with their support team.

geeveff3

The only options for me are to chat with the Dropbox Bot or post on the community pages. I'm unable to get in touch with the support team.

geeveff3

It says I need to update my account to get additional support, but I don't want to sign up for something I've already paid for and then have to fight for a refund.

avavolkov2000

Have you tried here https://www.dropbox.com/contact

geeveff3

I realized I was out of space so I've upgraded my account but I'm still unable to access any of my old photos.
How can I fix that?

Mark

@geeveff3 wrote:
I realized I was out of space so I've upgraded my account but I'm still unable to access any of my old photos.
How can I fix that?

geeveff3

I can see all my pictures are in the Dropbox app, but there is a grey X on them and I'm unable to view the actual photo.

Mark

Can you see them on the Dropbox website?

What if you download to a computer? How large are they?

PhantomRae

Is there a solution? I have had drop box for nearly a decade and now it’s acting like I’m a new user. What happen? All photos have vanished. I’d like to know how to obtain my photos please.

Megan

Hey there, @PhantomRae, let's jump right into this!

Have you double checked the Deleted files page, and Events page for more info (or the possibility to recover your missing content)?

Finally, do you remember when was the last time you accessed your Dropbox account in the past? Is there any chance that it was more than a year, and the account was deleted due to inactivity at some point?

Let me know what you find, and we'll take it from there!