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I'm missing an important document, and have no idea what I can do to retrieve it.

I have been a Dropbox user since 2011. I'm a professor and have always assumed my files were safe. Last week, one disappeared - and it is a whole academic publication. That is my original intellectual property. Losing that work has significant implications for my professional reputation and career. I have already missed the deadline for submission.

I have opened a ticket.I have done the extensive trouble shooting with multiple agents. They transfer me to email, then send me requests to grant permission. The link they said is invalid. Day go by, There are no responses to my emails. I open new chat. They tell me to wait. One consultant said my case was escalated. Another said it's closed/solved. I just need my work back. I can't really believe a company that you may a subscription to firstly fails on the grounds of keeping your work safe, and then just gives you the runaround. I'm no closer to a solution, which is severely impacting my health and mental health

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Megan

Hey there @access777, sorry to hear about that!

You've mentioned that you're already in contact with our Support team.

On my end, I'd like to check the troubleshooting steps, and progress in regards to your case and with your communication with our Team. Can you send me the ticket number reference, please?

I'll be waiting for your updates!

access777

I notice my message has been edited, but otherwise not responded to

access777

I don't seem to be able to respond?

access777

It won't let me enter the ticket number

access777

Can you contact me on my email.?

Walter

Hey @access777 - can you try clearing your browser's cache or try another browser and let us know if you're still unable to enter your ticket ID?

access777

Ticket #24734587

Walter

Thanks for the ticket number @access777 - much appreciated.

I was able to locate it in our system and passed your comments on to the agent who's handling your case. They'll be reaching out to you soon, but please let me know if you have anything else to add.