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Please help me recover my account and files

Hello,

I had all of my really sentimental memories in photos and other files (from my time in university and over the years) deleted, but I never was clearly informed about this as I receive hundreds if not thousands of emails a month and I don't have time to read every single one of them. I may have skimmed over the email and did not realize the permanent deletion part as it was vague and I guess I missed that part of the text.

Please help me recover my account and my college memories. I see that others have gotten their account recovered, so I would like for a support agent to do the same for me. I would very much appreciate the help...

Thank you.

Josh

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Hannah

Hey @jaaayveee, so sorry to hear about your files.

Was the account itself deleted or just the files?

When was the last time you accessed the files and when were they deleted?

Do you see anything in your events page or your deleted files page?

Keep me posted.

Mark

Was the account deleted for inactivity? If so that's not recoverable I'm afraid. As the email says once they are removed they are removed - you are given multiple warnings over many many months. See the explanations here: https://help.dropbox.com/account-access/delete-account

People who have had recovered accounts are usually when its a Business one locked due to none payment.

jaaayveee

Hello @Hannah ,

The whole account itself was deleted. I did not access the files for over a year, at least, and the account itself was deleted on 09/24/2024. I did not recreate an account on the same email because I suspected that it might ruin my chances of recovering my original account and files, so I have no way of checking those pages currently if an account is required. When I try signing in with my email, I get a message asking whether I want to create an account or not, and I skipped over that page. I just want to take precaution in case that may mess things up.

Thank you for your help.

Josh

Jay

Hi @jaaayveee, unfortunately, if the account itself was deleted entirely, then it wouldn't be possible to recover the account or the files within, even from our end.

We're sorry we can't be more helpful on this matter.

jaaayveee

Hello @Jay ,

I checked my emails and the first notice I got about my account being in a locked state was 05/18/2024, which notified me it was due for deletion on 08/16/2024.

That doesn't seem right does it? The other user above said I was given "multiple warnings over many many months." It doesn't seem right to me personally because 90 days is such a miniscule amount of time to respond and react to permanent deletion of files I have accumulated over several years...

Thanks.

Josh

Megan

Hey @jaaayveee!

As already mentioned, if the account was deleted according to the communication you received, I'm afraid that it won't be possible to recover it.

That being said, we can log a ticket for this so that our team can take a closer look from their side and confirm the case. Would you be open to that?

Mark

jaaayveee wrote:
The other user above said I was given "multiple warnings over many many months."

But that is many months - you had three months worth of warnings that it was happening. It is also then nearly 5 months since that last email was sent before you have noticed and contacted support - even on a paid business account data is only stored for 7 days post deletion.