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I have logged onto my Dropbox account and all of my files are missing.

Hi,

I have logged onto my Dropbox account and all of my files are missing. I have not been on in a couple of months and now everything is gone. I looked through deleted files and events. Nothing shows up. Is this something that can happen? What is the problem? They were definitely on this account.

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Megan

Hi @Meritakap11, let's jump right into this!

How long has it been since you last accessed your Dropbox account? I'm asking because accounts might get deleted after some time of inactivity.

Since your events page looks empty, it looks like a brand-new account. Is it possible that you have two Dropbox accounts, by any chance?

Let me know more, and we'll take it from there!

christaevenell

hi , i have the same problem , I'm totally stressed about this , i try to contact support by chat but it's like that they don't understand my problem . I have had my dropbox account since 2015 ... Two years ago I subscribed to a team plan that I canceled in June 2024 following difficulties encountered by my company. I was planning to subscribe to a more basic plan in 2025. I suspected that you were going to delete files but I thought that this only concerned the "montage" folder, the one that was shared (the folder concerned by the team plan that I had dissolved) I was planning to resume a basic plan for my files that I had kept with you for years
My entire dropbox account was overwritten, as if it did not exist. I logged back in, it's as if I were a new user. how this is possible ? why all the dropbox folder was erased ? and not only the share folder ? I see that some links that i share still active, does that mean that the files are still somewhere?
Is there a chance that my files are still active? or i lost all my folder ?
What can I do? if someone can help me .

Nancy

Hi @christaevenell, I’m sorry to hear about this.

To clarify, did you cancel the Dropbox team subscription by following these steps on your account? After the plan was cancelled, do you remember if it went into locked state and if you disbanded the team after that?

christaevenell

I think I dissolved the team, it was locked yes but I no longer had anyone connected to it, but my entire dropbox was locked that's for sure.
do you have a service that would allow me to restore everything?
everything must have been deleted by you in October/November I think

Meritakap11

Hi Megan, thanks for your help. The last time I accessed my Dropbox account was June. The drop box was also created just before June. I definitely do not have two accounts. The files that were missing were put there by a company that I paid to organise these files (so they, I imagine are the owner of the account).

In my events page it had this event “ you removed access..” however I didn’t do this. when I’ve looked this up it says that the owner would have removed my access. Is that what Theo means? I need to contact the company to see if they have accidentally done that. Can this be easily done by accident? Because the company is paid to set up these files for you so I can’t imagine they have done it purposefully. I’m also worried that they no longer have access on their system, is this possible?

Megan

Hey @christaevenell, you mentioned that you've already tried contacting our Support, right?

Do you have an ongoing ticket with them? If so, feel free to share it with me, to check the progress you've made.

Also @Meritakap11, were you part of a Team account before?

Also, was your content inside a shared folder perhaps? I'm asking because I'm trying to identify what could have happened on your end.

Meritakap11

I was not apart of a team account. I had to make my own account. I was sent an email to gain access to the files. So I imagine that means it was apart of a shared folder. Initially the company created the folder with anll the files and then shared the files to us (my business partner, myself and the auditor) through a link. Does that help?

Hannah

Hey @Meritakap11, happy new year!

Thanks for the update here as well.

Is it possible to send us a screenshot of that email you got? Do you still have it?

Please make sure to hide any personal info, though.

Meritakap11

Happy New years to you too! I have attached the image of the documents being shared. Does that help?

Hannah

Thanks for getting back to me, @Meritakap11, and thanks for the screenshot.

This is indeed an invitation to join a shared folder, however, looking at the screenshot you sent us from your events page as well, "you removed your access" could also mean that the owner of the folder removed you from it.

Is it possible to reach out to them for more info?