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Forum Discussion
All my files have disappeared without any action on my part. How can I recover them?
Hello,
I'm facing a very serious issue: all of my files have disappeared from my Dropbox account overnight, without me performing any deletion.
I have already:
Checked the deleted files sect...
Unfortunately, I can’t find any trace of my exchange with the sales team — the conversation isn’t archived in the chat. But in any case, no ticket was opened; they asked me to contact support directly by sending a message. I never received any reply (see screenshot).
Rich
Super User II
Super User III can’t find any trace of my exchange with the sales team
The Sales team can't provide support. You need to contact the Support team if the option is available to you.
they asked me to contact support directly by sending a message. I never received any reply (see screenshot).
You can't just email Support. You need to open a ticket, if able, from the Support page. Not all accounts have access to support in this manner. If you have a Basic account, you have access to the various self-help options or asking questions here on the forums.
Reviewed the events history (no clear trace of mass deletion)
Is there any activity at all on your Events page, or is it blank as though it's a new account?
Indeed, I have a Basic account, which doesn’t allow me to create a ticket or communicate directly with someone from the support team. This is quite limiting.
And yes, indeed, there’s no activity at all — it looks just like a brand new account.
Yes of course !
- Nancy
Dropbox Community Moderator
Sure thing, form_ud! Before logging a ticket though, can you please clarify what you meant here?
I’m just asking because you previously mentioned that you don’t have another Dropbox account, so I’d like to make sure that’s still the case and that we’re going to look into the correct Dropbox account via email.
When looking at this page here, do you see the email address that has always been linked to your Dropbox account?
It is indeed one and the same account — the one I’m using is the one that has always been linked to my Dropbox account.
- Mark
It is indeed one and the same account — the one I’m using is the one that has always been linked to my Dropbox account.
What does http://www.dropbox.com/events show?
Can you pop a screenshot on here?
This is quite troubling — I can see in the screenshot: "You removed your access to the shared folder 'Formation CGT Doubs.' Today, at 07:02," even though I wasn’t even at my workstation at that time. Where could this have come from???
- Mark
You removed your access to the shared folder 'Formation CGT Doubs.' Today, at 07:02,"
So, somebody or something removed you from the Shared Folder. You can rejoin via https://www.dropbox.com/share/folders . In terms of time its possible that isn't the exact time it happened but when it finished (if its a large file). Take the time stamp with a pinch of salt.
OR if its on a network drive/external drive that is what time it disconnected from your machine.
