Child Item

Looking for more information about a permanent delete action

All my folders and files vanished from the account today and when we created a ticket, the support says that files were deleted permanently from the account. We asked who deleted, when and where? they said check events and we cannot see any deletion events in logs. So how come the files and folders vanished away? 1000+ files and they are saying nothing can be restored. Everything was there yesterday. What do we do?

Find more posts tagged with

Delete

Restore

Dislike

LOL

Comments

Calvin2DBX

Hi @tossdown!

Thank you for getting in touch. I'd love to help you with this.

Having said that, you mentioned that support confirmed that the files were permanently deleted, which is a non-reversible action.

Please send me the ticket number so I can ensure no stone is left unturned.

While we would not be able to reverse a permanent deletion, we might be able to track down some more information and update you on the ticket with what we can find.

Thanks again!

tossdown

Ticket #22527179

Everything was in our folders yesterday. And if someone from our end deleted the files then it should show in events. no? no logs?

Calvin2DBX

Hi @tossdown

Thanks for the ticket number!

The events page on your side can't show records for items after a permanent deletion — the events page logs items which are within your version history, or have not been permanently deleted.

However, on this side, while we cannot restore permanent deletions, we may be able to find a trace of when the action occurred.

I have updated your ticket and increased the priority internally to help there with any further information that can be found from your account logs.

Hope that helps!

tossdown

I hope to receive some quick and positive reply from support soon. All of the hard work and original files were in dropbox and there is absolutely no reason or mistake done on our end where files were mistakenly deleted.

tossdown

Got a reply from support specialist without any investigation. A link on how to restore files from recently deleted. No information on who and how they were deleted. Not helpful at all.

Hannah

Hey @tossdown, I can see that you've replied back to the agent working on your case, so I would suggest keeping an eye out on the ticket for their response.

tossdown

You guys are quick in replying publicly but the support is very slow. Critical for us as we have lost all files and no details provided. No response on the escalated ticket.

Calvin2DBX

Hey @tossdown,

I checked, and you got a reply from our team on the other escalated ticket.

You should see in your email inbox, but if not, check the ticket history on your account's support page here: https://www.dropbox.com/support

If you can't find it, let me know to hunt down the ticket number for you.

Let me know if there's anything else I can do here.

tossdown

No clear answer with a statement that we cannot help you anymore. The files deleted Time shows no logs event at the backend. The IPs sent by the team are my other machine IP which only I use and they mentioned that deletion occurred on Aug 10th @4:32UTC but they cannot confirm which IP was used which is strange.