We’re Still Here to Help (Even Over the Holidays!) - find out more here.
Forum Discussion
maw83
4 years agoExplorer | Level 3
I can't see files on new phone
I purchased a new phone and the app transferred, and I can open my account, but I can't see any of the existing folders.
maw83 wrote:
The original email was changed, but I'm not sure if it accually changed in the Dropbox system.
If you changed your email address you need to update your Dropbox account yourself. It doesn't know that your email changed so it can't update your account automatically. If you didn't update the email address on your account, then try signing in with the old email address.
Unfortunately, I have my Dropbox password saved in my Dropbox, so I have a problem.If you don't know your Dropbox password then you'll need to reset it, but that requires that the email address on your account is up-to-date. If your account is still using your old email and you no longer have access to it, you won't be able to receive the reset information.
Currently the account shows there are no files in my account.You are most likely signed in to a different account. Try to sign in with your old email address.
I can't find a phone number to talk to someone ...There is no phone number. Phone support is available to Business accounts, and it's provided by a callback initiated through the Admin console. All others can find the support options available to them on the Support page. If you're on a Basic account, you're limited to the self-help options (Help Center and chat bot) or posting on these forums.
17 Replies
- Hannah3 years ago
Dropbox Community Moderator
Hey Abeard3, thanks for reaching out and sorry to see that you can't find your files.
Is it possible that you created and signed into a new Dropbox account instead of your older one that has your files in it?
Can you check any possible email accounts that you have for emails from Dropbox, to see if that's a possibility?
- Abeard33 years agoExplorer | Level 3Hi Hanna. I am very sure that it’s the same email. It’s the only one that I have. Any other suggestions?
- Walter3 years ago
Dropbox Community Moderator
- Abeard33 years agoExplorer | Level 3Hi. I have and I get this error
NSURLErrorDomain error409 - Hannah3 years ago
Dropbox Community Moderator
Thanks for trying, Abeard3.
Can you check if you have the purchase receipt in your email about the Dropbox Plus payment?
If you have it, let me know, so I can send you an email in order to investigate further.
- Abeard33 years agoExplorer | Level 3
- Jay3 years ago
Dropbox Community Moderator
Hi Abeard3, I've sent you an email, please could you reply to it when you get a chance.
About View, download, and export
Need support with viewing, downloading, and exporting files and folders from your Dropbox account? Find help from the Dropbox Community.
The Dropbox Community team is active from Monday to Friday. We try to respond to you as soon as we can, usually within 2 hours.
If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X, Facebook or Instagram.
For more info on available support options for your Dropbox plan, see this article.
If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!