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Tracy Christenson's avatar
Tracy Christenson
New member | Level 2
4 months ago

A client's account was accessed by someone else and they can't recover their files

A client of mine has ask me to help troubleshoot a Dropbox hack. She says that it was a ransomware attack and that Dropbox wasn't able to help her recover deleted files. I've included a section of th...
Delete
Dropbox Rewind
restore
Jay's avatar
Jay
Icon for Dropbox Community Moderator rankDropbox Community Moderator
4 months ago

Hi Tracy Christenson, thanks for posting today.

As Mark stated, when the permanent deletion feature is used, it literally permanently deleted files so that neither the user, nor our support team, can restore those files from the system.

Dropbox Rewind can be used when a file is deleted normally, but cannot recover permanently deleted files.

If you have any further queries, feel free to message back.

  • Tracy Christenson's avatar
    Tracy Christenson
    New member | Level 2
    4 months ago

    Oh, I see. Can the permanent deletion feature be disabled for an account?

    • Jay's avatar
      Jay
      Icon for Dropbox Community Moderator rankDropbox Community Moderator
      4 months ago

      It is possible to disable the ability to permanently delete files for Dropbox teams, when enabled by the team admin, in order to protect their own data from being deleted. 

      This feature isn't available for personal accounts. 

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