Can I restore an account that was deleted?

The Dropbox support team managed to find a solution and sorted the issue!

I'm happy that I got my files back! Thank you everyone!

All comments

@sebunk wrote:
For 2 days, I've been trying to connect with the Dropbox team to figure and sort this out, but nothing happened so far.

Have you contacted Support? If so, what is your ticket number? If not ...

To contact Support, visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

https://www.dropbox.com/support/sign-in-issues

Hey Rich,

Yes, I made several tickets:

Ticket #23834268

Ticket #23838068

Ticket #23833364

@Megan @Hannah @Nancy @Walter @Jay

Hey Rich! Thank you a lot for tagging them and helping me out!

I wish from my heart to get my files back; years of work don't deserve to be gone forever because of a simple mistake like that. 🖤

Hannah

Hey @sebunk, thanks for reaching out to us and for the ticket numbers.

I located your ticket, which is already with our specialists, added your notes and raised its priority.

You should be getting a response from our team the soonest possible.

Hey Hannah! Thank you for your quick reply!

I want to point out once again how crucial and essential it is for me to get my files back as urgently as possible, as these files directly affect me personally and my business I have no other copy of them anywhere else.

Please ask your team to do anything possible to make this happen, and accept my apology. My intention was just to get a new plan and get off the trial plan, not to terminate my account.

Mark

Its not usually possible to recover files if an account was deleted. Do you happen to have a device which had Dropbox on that maybe hasnt sync'd the account closure? Or, could you look and search on a device for them?

I was only using it on windows and my phone. On windows, I can see the files, but they are not downloaded, because windows was cleanly installed. It shows me that they are offline and are up on the cloud, but as there is no account, I can't open, copy, or download them. And on the iPhone, I was instantly disconnected.

Please keep in mind that any other platform has a 30-day cancelation mind change. What if I would be hacked? You can't just delete all my stuff for a simple mistake like that. I never searched to delete my account or terminate it. I can show the history.

It makes me sick to think that I just wanted to switch to another plan and pay the platform to use it, and instead, I lost my years of work for nothing! It's a big shame, Dropbox.

@Megan @Hannah @Nancy @Walter @Jay

Just explain to me how it's humanly possible to delete someone's account and files because he pressed cancel plan? How is that possible to sound normal to anyone from Dropbox management?

Ranchen

Hi @sebunk I'm a product manager at Dropbox and I will escalate this within Dropbox. I'll get back to you as soon as possible!

The Dropbox support team managed to find a solution and sorted the issue!

I'm happy that I got my files back! Thank you everyone!

Hannah

Happy to hear that, @sebunk!

If you need anything else, just give us a shout.

Have a great weekend!

Nicolienkool

I have exactly the same issue, reading along

Nicolienkool

How! I am crying mu eyes out, all my work is in that deleted box!

Nicolienkool

Hye Hannah, can you please help me with the same issue? I have a subscription for a year, then yesterday I added en trial for business just to check it out and decide it was not for me, I wanted to cancel that trial, only to find out that my whole former account is gone, in that account I have my life, I am a filmmaker, every raw material is in that account, my photos' my work, my family, everything, I have had the worst night of my life and I am begging you, please recover my account that was not deleted by me on purpose because my whole work will be ruined. PLEASE HELP

Walter

Hey @Nicolienkool - sorry to hear about this.

Would it be OK if we sent you an email to have a further look internally?

KamillaV

Ranchen, I’m having a similar issue can you assist with my account please

Mark

@KamillaV wrote:
Ranchen, I’m having a similar issue can you assist with my account please

As you explained on this thread you missed the emails telling you the account was to be removed I am afraid there is no way to recover that account and data. Dropbox immediately removes it from their servers upon deletion.

Hi everyone! I just had this happen to me too! I am hoping I will get some help from support to get access to my old basic plan account with my original email. It is super frustrating how unclear it is when you try to cancel a trial that it will delete your account associated with that trial. And to make it more frustrating when I did get a response via email to my ticket, it said I had to reply from that email to "further my request". What does that even mean? Why do they have to make it so hard to get help. Is there any way to access chat with a live person, most companies have that option. I am hoping a monitor for dropbox community sees this and can help with my ticket. Any other insights for how to get help faster would be awesome! Thanks for your help.

@Ccruz807 wrote:
It is super frustrating how unclear it is when you try to cancel a trial that it will delete your account associated with that trial.

Cancelling a trial doesn't delete your account. It should just revert your account back to the state it was prior to the trial.

Why do they have to make it so hard to get help. Is there any way to access chat with a live person ...

It sounds like you've already contacted Support through the ticket system. That is the primary method of getting support. Live chat is available with a paid account.

I am hoping a monitor for dropbox community sees this and can help with my ticket.

Reply here with your ticket number and a Dropboxer might be able to check the status of your ticket, but the best way to get a response is to simply reply to the support email that you received, and your ticket will be updated.

Well believe me the cancellation process for the trial is NOT clear and it deleted my basic account. It doesn't let me log in now using my email. The message that shows up is "This account is deleted" and to "wait 30 days to re-register with current email"

Here are the ticket numbers:

Ticket #24159687

Ticket #24160477

Ticket #24164372

Really appreciate whatever help I can get! My client has tried sending me access to my personal email account that I just setup when this wasn't resolved quickly and she keeps getting denied the ability.

Thanks so much!

Hi everyone. I figured I should start a message with my own problem after responding to another member of the community that went through the exact same problem. I want to warn anyone from canceling the free trial dropbox offers to try the Team level upgrade. After trying to use that as a solo member as a way to backup my files, and seeing it was taking too long, I decided to just cancel it because I figured I wouldn't be using it. When I went through the process of canceling and it said whether I wanted to disband the members, I figured its just me so why would I go that route and the Team name was clearly showing as what would be cancelled with NO MENTION of losing my access from the email associated with it, I hit okay to cancel the Team trial. BIG MISTAKE. After that I was locked out of my basic account that had collobrated folders with my clients. Now my clients can't send me files to work on for their very large company. I am sure they must have an enterprise account.

So when I finally did get a response yesterday to my ticket, I was told I had to reply in order to "enable us to help further with your request." I was so excited to see someone reaching and I replied right away. Then radio silence. Nothing. No responses to my repeated emails so I opened up other tickets with no responses. I did get a very quick response though from a very nice community member that replied to me from a post I made to another member going through almost the exact same issue! Maybe I will get some quicker help with this message if a dropbox product manager sees it!

@Ccruz807 wrote:
No responses to my repeated emails so I opened up other tickets with no responses.

Don't do that. You just move yourself to the back of the line with each new ticket.

Tagging @Walter @Hannah

Walter

Hey @Ccruz807 - thanks for the ticket numbers and the additional information.

I found your ticket (#24159687) in our system and passed your comments on to the expert who's looking into your case.

They'll be getting back to you soon, but please let us know if you have anything else to add.