My existing Dropbox account disappeared along with all of my files.

Hi @Lettuce1! This sounds a bit unexpected indeed, but let’s take a look.

When signing back in again, did you use a different email address/an email address with a typo, by any chance? Do you have more than one email addresses? I’d like to make sure you haven’t set up a new separate Dropbox account, as it sounds like a possibility here.

You can also check the Events page of the account you're logged in to see if there's any past activity or if it's brand new.

Finally, I'd like you to double check any email addresses you may have and see if you can locate past emails from Dropbox there.

Let me know what you find.

Hi Nancy

Thankyou for your reply. No it’s the same and only email address on the account and the same as the one in my emails. I have several emails to that address from Dropbox including the upgrade to Dropbox plus.
Thanks

Thanks for clarifying that. Was your Dropbox account previously part of a Dropbox team? If yes, is it possible your admin deleted it to remove you from team member?

If you check your recent Dropbox emails, do you see something that could explain the situation?

Hi- no not part of a team. And nothing in recent dropbox emails to explain it. I have found on my computers dropbox folders (one called 'Dropbox(old)' and another simply 'Dropbox'. These have all my files on there although unfortunately mostly unreadable as they were online only. So something or someone has done something to the account and the files have been put on my machines. Unfortunately I'm completely stuck on trying to access the files that weren't online only and it seems dropbox thinks my account is only a day old and empty, and a basic package.

Hi Nancy

I remember now that a file appeared in my dropbox that I didn't recognise. I thought my wife may have put it there, so I opened it but quickly thought better of it and closed then deleted it. It was a few hours after that when I found dropbox was deleted from all my devices. I later found it had added all my files (although 90% are read only so empty) to my devices in a folder.

When I tried logging back in it wouldn't give me the option to put a password in with my existing email address so I tried the only option it gave me which was of signing up. I put in my existing password and same email address as before. I now seem to have an empty and basic account ( it was previously a plus account and I have emails to prove the upgrade etc). The worst thing is I now have no way of contacting support as they believe I have a basic account, so at the moment I am completely stuck and have lost a lot of valuable info which I thought was backed up for 30 days with my plus account.

Thanks for the additional info, @Lettuce1. This sounds a bit strange, indeed.

Even if you’re on Basic, you can still contact our support team this way. Feel free to send me your ticket number here afterwards, and I can leave an internal note, too.

I had a file appeared in my dropbox that I didn't recognise. I thought my wife may have put it there, so I opened it but quickly thought better of it and closed then deleted it. It was a few hours after that when I found dropbox was deleted from all my devices. I later found it had added all my files (although 90% are read only so empty) to my devices in a folder.

I now have no way of contacting support as they believe I have a basic account, so at the moment I am completely stuck and have lost a lot of valuable info which I thought was backed up for 30 days with my plus account.

Does anyone know how I can contact support on this?

Hey @Lettuce1, let me also jump in here!

Let's try one more thing. Since you had an upgraded account, you can try using our self-serve look-up tool in order to check if the email address behind the charge is the same one you used on your end, when accessing your account.

Want to give it a go?

Hi Megan

I tried that and it says 'Can’t locate transaction ID, please submit a Billing Help request.'

Wondering what to try next?

Thanks

Hey again, @Lettuce1! From a quick look into our system, I can see you managed to log a ticket with our support team.

To make sure they look into this as soon as possible, I’ve left them an internal note on your behalf.

Very kind thankyou - I don’t have a ticket number yet

Hey @Lettuce1, have you checked your email's inbox?

You should be able to see your ticket number reference there.

Hi Yes I found it 24239942 . When I click on the ticket link I get

Oops! Something went wrong

Sorry, we were unable to load your help requests at this time. Please try refreshing the page or check back later."

Hey @Lettuce1, can you try responding back to the email chain directly from your email address without accessing the link?

Thankyou I’ve done that and waiting for them to get back to me

joe710

Same thing happened to me. I think there may have been a breach to drop box.

@joe710, when was the last time you could normally access your Dropbox account with all your files in?

Do you have any other email addresses?

If not, can you check your current email address and let me know how long ago you received a message from Dropbox there?

Hi Megan

I tried replying six days ago with the PayPal references they asked for but have had no response- are you able to help please?

Thankyou

Hey @Lettuce1! From what I can see, your request is currently being handled by our advanced team. Please rest assured they’re looking into your case and they’ll get back to you as soon as possible.

Thankyou but it’s not very reassuring that I have had no reply yet. I am running out of time until 30 days is up and if my files are still stored somewhere they are soon going to disappear for good. Please can you ask someone to respond so I can atleast get a sense of what is going on?

@Lettuce1, from what I can see our team replied to your ticket last week, but you haven’t responded back. Can you please check again and let me know in case you can’t see their answer?

Hi Nancy

Thankyou I have found some emails buried in Mac computer- for some reason they only appear in conversation history and don't actually appear as emails so i had missed them. I have replied in full no although it looks like they could have closed my case. When I click on the ticket link it doesn't work. Are you able to check please?

I just checked, and it shows that your case remains open @Lettuce1.

As a matter of fact, there was a response from you earlier today, is that correct?

Yes that's right. ok many thanks. I have discovered someone must have hacked my email account and added a rule that any email containing the word 'drop' be marked as read and moved to a 'conversation' folder hence I haven't been receiving any updates

Hi Megan

Having finally got my account back for a couple of days it has happened again! I can’t log on as it doesn’t now recognise my password. Can you help me get a ticket again as I’m unable to get one without logging in again