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Files simply gone without any mention of them anywhere in the account

have used Dropbox for years - have thousands and thousands of files from past company photoshoots and various creative assets. Files that cost more than a pretty penny to produce. We are in those folders on a monthly (if not weekly) basis.

Then - nothing. Gone. The folders still exist, but no files are showing in the folders. Nothing in the file history, events log, or replay. They are simply gone without a trace.

Chat bot keeps telling me to email the latest event from the log to support team, but there is ZERO events related to those folders? And the links provided by the bot to reach out to support simply take me back to the AI chat bot.

And around and around we go. with no solution, answers or files.

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Hannah

Hey @Faceplant-tech, thanks for joining our Community and sorry to hear about your files.

When was the last time you accessed these files and if you go to your events page, are you sure you can't find any events relating to those files, no matter how far back you go?

Have you tried searching for those files through the search bar at the top right on our website, to see what results you get?

Let me know what you find.

Faceplant-tech

I have searched the last two months (December being the last time we downloaded a file from one of the folders).

And yes, we have attempted to search for the files and while we can find some duplicate files (about 20 or so), the VAST majority are gone (over 6,000 files)

Hannah

Hey @Faceplant-tech, thanks for the update.

At this point, I would suggest reaching out to our support team, as they'll be able to access info specific to your account and guide you accordingly.

Let me know when you have your ticket number, so I can pass your comments here along to them.