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Active account disabled with no warning, all my work files are locked inside

beguido_backup

Hi everyone,

I need help urgently. My Dropbox account was disabled out of nowhere and all of my work files are stored in it. This is affecting my ability to work, so I'm trying every channel I can to get this resolved.

Here is exactly what happened, in order:

I used this account actively every single day. Then suddenly I got logged out of all my devices at the same time. When I try to log in with my correct password, it says the password is wrong. When I try "Forgot password" to reset it, it says "Sorry, this account is disabled." On top of that, I received a legitimate email from no-reply@dropbox.com confirming that my Dropbox Family plan was cancelled, even though I never cancelled anything. I was the admin of that plan.

I have already ruled out the common causes. It was not inactivity, because I used it daily. I had no content that violates the Terms of Service. My email is secured and I still have full access to it, and I never received any "password changed" alert, so my password does not appear to have been changed by anyone. I also had two factor authentication enabled through Google Authenticator, and the app still generates codes for the account. As far as I can tell, this looks like something on Dropbox's side, possibly an automated flag or a bug, that disabled my account without warning.

I have already submitted a support request through the "Disabled account" option and I am waiting for a reply, but given that my work depends on these files, I cannot afford to wait long.

What I am asking:

Has anyone experienced this same situation, an active account suddenly disabled together with an unexpected plan cancellation, and if so, what caused it and how was it resolved? And is there any way a moderator can help escalate this or point me to the fastest path to get my account reviewed?

My files are safe inside the account as far as I know, I just cannot reach them. Any help, guidance, or shared experience would genuinely make a difference right now. Thank you.

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Walter

Hey @beguido_backup - thanks for bringing this to our attention.

Can you share your ticket's ID so that we can look it up in our system?

I'm only asking because this would be the best route to investigate this further. Our support team will be better equipped to look into this with account specific information.

In any case, please keep us posted!

beguido_backup

Hi, thank you so much for the quick reply, I really appreciate you looking into this.

I wish I could share a ticket ID, but that's part of the problem: I've submitted three separate requests through the support form (using the "Disabled account" option) and I never received any confirmation email or ticket number for any of them. I've already checked my spam folder too, so I'm honestly not sure whether any of them were properly registered on your end.

Could you help me get this into your system the right way? I'm happy to provide whatever you need to verify my identity and find the account, including a current two factor authentication code and proof of payment for the Family plan. I understand you'll probably need my account email, which I'm glad to share privately rather than here in public.

I hope you'll understand why this matters so much to me: I've had files in this account for nearly 20 years, and a lot of my work lives there. Being locked out has basically put my life on hold, so any help getting this reviewed would truly mean the world to me.

Thank you again for taking the time, I really do appreciate it.

Walter

Can you submitting another ticket about this through an incognito window or another browser as well @beguido_backup?

If that doesn't work, let me know here and I'll reach out via the email address that's connected to your profile here, in our Community.

beguido_backup

Hi, thanks for staying on top of this. I tried again in an incognito window and on a different browser as you suggested, but it still didn't work: no confirmation and no ticket number, same as before.

So yes, please reach out via the email connected to my Community profile. I have full access to that inbox and will reply right away with whatever you need to verify my identity.

Thanks again for the help.

Walter

Sure thing @beguido_backup, I've just sent you an email, so please take a look at your inbox and we'll take it from there.

beguido_backup

Hi, just checking in here since I haven't heard back by email yet. I did receive your message asking for my account email, and I replied with it right away, so you should have it on your end now.

Whenever you get a chance to look into it, I'm ready to provide anything else you need to verify my identity, a current 2FA code whatever helps. Just let me know the next step.

Thanks again for your help with this, I really appreciate it.

Mark

The only people who can help are Dropbox via email I'm afraid. Once its been passed to them noody else can assist here. I'll also just add they dont work weekends so reply should be next week.

beguido_backup

Thanks for the clarification, and for letting me know they don't work weekends.

The issue is exactly that though: Dropbox support isn't responding to me. I've submitted the form more than five times, including in incognito and on different browsers as suggested, and it has never once generated a ticket or a confirmation email. So there is nothing for them to "pass to" and nothing for me to follow up on. That's the whole reason I came here.

For context: I was a paying Family plan customer, I'm the account admin, and I never cancelled anything. My account was disabled with no warning and no explanation. I've now been locked out for 48 hours, unable to work, with 20 years of files inside, all of my professional and personal data.

So my question is genuinely practical: if the form doesn't generate a ticket and support has no record of my requests, how do I actually reach them? Is there any way for someone here to raise this internally or confirm that a ticket exists on my account?

I'm not trying to be difficult, I just don't have another route. Any pointer to a working channel would help enormously. Thank you.

Mark

I have seen before that accounts disabled for breaching terms and conditions are simply that - closed without any sort of follow-up or appeals process. I wonder if this means your email has been flagged due to this? As its a family account its also possible that somebody else within the account is the reason the account was shut.

Unfortunately there is nothing I can suggest (I dont work for Dropbox). @Walter maybe able to log a ticket on your behalf on Monday, however, my guess here is that the account wont be recoverable for whatever reason.

Are your files not available locally on your device to at least enable you to recover some that way?