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The support team said that our folder has been rolled back, but this isn't true.

A few days ago, one of our main folders containing 2.7 TB of data was deleted on its own and also disappeared from the Deleted Files folder. We tried using the Rewind feature as well as restoring it through Dropbox Events, but nothing worked.

We also contacted Dropbox Support, and they told us they would roll back the folder to a specific event. However, even after receiving two emails from their technical team confirming the rollback, nothing has changed on our account — no files or folders were recovered.

Can someone please help us with this issue?

Our ticket ID is 25578244.

Thank you.

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Comments

Jay

Hi @Spice Pixels, thanks for bringing this to our attention with the ticket ID.

I've gone ahead and prioritized that request to expedite matters on your behalf.

In the meantime, if there's anything else we can assist with, feel free to reply back here.

Spice Pixels

Thanks for prioritizing the request. I really appreciate the quick support. I’ll keep an eye out for updates, and I’ll reach out if anything else comes up.

Sara703

Hello! I need support in recovering files that were deleted and are not showing in the restore files . They are valuable family pictures . Thank you in advance !

Rich

Sara703 wrote:
I need support in recovering files that were deleted and are not showing in the restore files .

Are these files that were in your account and that you owned, or were they in a shared folder that someone invited you to? When were the files deleted? Also, what plan are you currently on, as shown on your Plan page?

Sara703

Hello! They were in my personal files . I need to recover them . They were from years 2016-2020.

Nancy

Hey @Sara703! Can you clarify when these files got deleted from your Dropbox account (or at least when was the last time you accessed them on www.dropbox.com)?

Your Dropbox plan offers a certain amount of time during which you can restore deleted content (please look here for more details). So, if the files were deleted outside of that window, they may not be recoverable.

Sara703

I recalled I had accessed a couple of weeks ago . But they are no longer there

Nancy

I see. Have you also checked your Events page? Can you locate them there perhaps?

Sara703

I cannot see them there dear. Is there any way you can look for those folders?

Nancy

Unfortunately, we don’t have account visibility on the forum, so I can’t look them up I’m afraid.

However, I’d like to suggest one more thing. Can you use the search bar on www.dropbox.com, in case you haven’t already, and let me know what results you get? You can also send me a screenshot here, if you wish. I just want to make sure that your content hasn’t been moved to a different location by accident.

Other than that, is there any chance at all that these files are saved in a different Dropbox account, under another email address?

Let me know what you find and we'll go from there.

Sara703

They were directly in my account

Jay

Hi @Sara703, in order to look into this matter in more detail, I'd recommend contacting the support team directly for them to investigate further.

Sara703

Hello ! Please share me an updated link or email . I got the following message once I clicked :

Error (404)

We can't find the page you're looking fo

Jay

Apologies, the link should be this one: https://www.dropbox.com/get_help

Spice Pixels

Your technical team failed to restore the files and failed to rollback.
They said they cannot recover permanently deleted files

Walter

Hi from me and thanks for the update on this @Spice Pixels

I just wanted to mention that it's true that permanently deleted files can't be recovered neither from our end nor yours.

In any case, I'd recommend getting back to the expert who's handling your case with any additional questions you may have since they'll be better equipped to help you at this point.

Let us know if you have anything else to add or ask in the meantime.