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I signed in to Dropbox from a new computer, but the last 3 years' worth of files are missing.

Hi there

So my computer completely died without any warning. I have a new computer and logged into Dropbox. But I have no files for the last 3 years. I have all my other stuff which goes back to 2008. I use Dropbox all the time. I see that at one stage I must have signed up for Dropbox Plus but that I stopped paying for it in 2022 because the card I was using expired. I don't think I realised this. Could this be the issue? I seem to have plenty of storage still with the free plan. Can anyone help me work out why I can't see the last 3 years of my files? It's not a total disaster but I would like them back if possible. Many thanks Emma

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Nancy

Thanks for posting here, @polyesterem!

When saying you logged in to Dropbox from a new computer, do you mean that you installed the desktop app on it, or that you’re only accessing your Dropbox account from www.dropbox.com?

Since there’s a chance you’re currently signed in to the wrong Dropbox account, I’d suggest double checking your email address here (or this way, if you’re using the desktop app) to make sure it’s the same as your old account’s.

Let me know what you find, and we’ll take it from there.

polyesterem

Hi Nancy

So I have logged in both via the web and also by downloading the desktop app. I am using the correct email address - I have double checked this. I obviously had a dropbox plus account at some point but I would have used the same email address. Everything is present - it just all stops 3 years ago but I have been using it continually over the last 3 years. I am well within storage limits. Thanks so much for any help you can provide.

Megan

Hey @polyesterem, let me also jump in here!

Can you check your account's events page, and let me know what it reports?

Also, in the past did you upload your files using the desktop app, or our website? When was the last time you saw your files online?

polyesterem

So the events page is just showing that I added the Dropbox app and the forum and that I linked this new computer. I used the desktop app to add files (at least I think that's what I did - I just had it on my computer and I have been able to see everything, find everything, up until the computer totally died). So I haven't logged in online in forever.

Megan

Hm, I see thanks for checking anyways @polyesterem.

If you don't see any recent activity when visiting your events page, then here's what I think might have happened.

You mentioned that you were using the app to add content to your Dropbox account.

Either the app had stopped syncing to your account online, or you didn't have enough space for the content to be uploaded.

If the content was never uploaded to our servers, then there's not much that we can do about it.

I'd suggest that you check any other email addresses that you have, just to eliminate that you were not using a different account. But if you've tried that already, then it might be worth trying to see if you can restore the content from the old device you used.

polyesterem

Ok well then I think the app must have stopped syncing. My old device has completely died, I don't think I can get anything off it. I have checked the only other email address I have and it's definitely not that one. Thanks anyway.

polyesterem

I defintely have enough storage, so it's not that.

Megan

Sorry that I couldn't be the bearer of good news @polyesterem.

If you need something else, give us a shout, and we'll be one post away.