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mhuang45's avatar
mhuang45
Explorer | Level 3
6 months ago

Accidentally logged in using Google SSO instead of username/password, now my files are gone

Hello, 
I'm not sure if I messed something up with my account but all my past files are gone and it says I'm in the 2GB plan.

I normally use the desktop app but recently my laptop died and was sent to repair. So I logged into Dropbox on browser, but accidentally used Google SSO instead of regular username/password. Now it says I'm on a 2GB plan and none of my past files are there. My account should be at 10GB or 20GB (I have been with Dropbox for over 10 years and I believe this was a grandfathered plan). If my Google SSO was mistakenly considered as a new account, how do I recover all the files from the old account? I tried logging in as username/password and seems like I'm stuck on the 2GB now with no history of past files!!

Any help is appreciated, thanks in advance! 

Joey

account access
restore

14 Replies

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  • mhuang45's avatar
    mhuang45
    Explorer | Level 3
    5 months ago

    Hi Jay, 

    Thanks for tagging again, I had missed the message from Hannah. 

    To answer Hannah's question, I really can't remember the last time I had access dropbox.com (on a browser) as I had been using the desktop version for a really long time. Is there no history at all from you end that you can see?

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

    As the email you received was several months ago, it wouldn't be possible to recover the information from that account any longer.

    I’d recommend getting in contact with our support team directly to look into this matter in more detail.

    You can do this by opening an incognito/private browsing window, while not signed into any account, and accessing this link.  

    From there you should be able to contact support. Make sure to enter an email address to which you can respond. 

    Once you get a ticket ID from the automated response, which is sent via email in a few minutes, please let me know the number here so I can locate it in our system.

  • mhuang45's avatar
    mhuang45
    Explorer | Level 3
    4 months ago

    Hi Jay,

    I tried different things but still receiving this error message when I try to send the message to support. Is there any way you can report the issue on my behalf?

     

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

    Thanks for the info, I've sent you an email, please could you reply to it when you get a chance?

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