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I have a paid plan, but I had to sign up to login, now my account is empty, why?

Subscription or login issue- I have a paid subscription for dropbox. But out of the blue when I tried to login with the same email address as always, it prompted me to sign up. I have been a paying member for several years, but I went ahead and finished the prompts and signed up. Now, when I login, my dropbox has zero folders on it. They are all gone. I am still paying for the membership with no access to my files. Please help.

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Jay

Hi @hbplawfirm, thanks for bringing this to our attention.

Are you certain that you're logging into the same account as before?

Were you part of a Dropbox team, or a personal plan?

This will help me to assist further!

hbplawfirm

I am certain it is the same account as before. It is a person plan with a subscription for additional storage. I only have one email address that I use for this at my work. But it is not related to a team.

hbplawfirm

are you able to research if I give you my email address?

Jay

Do you see any confirmed payments (with an invoice and receipt) on this page on your account?
Did you upgrade via the Dropbox site directly, or via the mobile app? According to your bank statement, were you charged by Dropbox, iTunes or Google Play?

hbplawfirm

I subscribe to Dropbox Plus

Email account: [Removed as per Community Guidelines]
Amount: $130.97
New space: 2 TB
Originally purchased July 2023 Is there a phone number or email address that I can reach out to help me get my folders back?

hbplawfirm

charged by Dropbox on bank statement and upgraded via dropbox site directly in July 2023

Jay

Since subscriptions are for one year until their renewal, was there any other purchase in July 2024?

hbplawfirm

yes, it renews automatically.

Mark

hbplawfirm wrote:
Originally purchased July 2023

Did you renew in July 2024? Dropbox does delete the data of users who are over account limits.

When did you last log in?

All support is via www.dropbox.com/support. There is no phone support.

Also, what is www.dropbox.com/events showing?

hbplawfirm

Is there a phone number or email address that I can reach out to help me get my folders back?

Mark

As has been said - its www.dropbox.com/suppport. There is no phone or email support, it is all via that link.

Rich

hbplawfirm wrote:
Is there a phone number or email address that I can reach out to help me get my folders back?

There is no phone number. Phone support is available with Business accounts but it's handled via a callback through their admin console. There is no number to call.

To contact Support you can open a ticket through the Support page. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

https://www.dropbox.com/support/billing-issues