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I downgraded my team, and now I'm missing my files.

I recently downgraded my team account to a free account. I chatted with customer service and they assured me all my files would remain. Now I've downgraded and most of my files are gone. I can't access customer support anymore as I only have a free account. Does anyone know how to contact them? This is why we downgraded our account, customer service, even with a paid account was so hard to access.

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Megan

Hi there, @kidsphoto let's see what we can find together about this!

Can you check your deleted files page and your shared page, to see if you can locate them?

It'd also help to have a closer look at your events page. Can you do this, and let me know what it reports?

Lastly, were these shared or non-shared files?

Keep me posted!

kidsphoto

Hi Megan,

Thanks for getting back to me. They are not in my deleted files or shared.

The files were not shared. We all logged in as one user to our DropBox when we needed to use it. So we didn't have extra users, just our main account. Or if they were considered "shared" files, we didn't intend them to be.

I did check the events page and I can see the folders I am looking for show something like this "You removed your access to the shared folder 2024 Fall"

Any help you can provide in getting access to them again would be greatly appreciated.

Thanks!

Megan

Hi @kidsphoto, sorry to hear about that!

Were you the owner of the shared folder? If not, your access may have been removed by the owner and the message you see would still say that you removed your access.

Since you don't see any sign of the folder when visiting your sharing page, then I'd suggest contacting another member of the folder in question and have them re-invite you, so you can get access to it.

kidsphoto

Hi Megan,

I am the owner of the folder and the only member.

Thanks

Casey

Megan

Hey Casey!

Even if you were the folder's owner, if you removed it from your account then our hands are tied here.

My best bet would be to do some digging and check if any of the old members still have a copy of it.

kidsphoto

But I went through this with customer service before I downgraded, followed the instructions. They assured me all files would remain. I wouldn't have downgraded if I knew this was going to happen. I even have the correspondence with customer service.