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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 section (nothing there)
- Reviewed the events history (no clear trace of mass deletion)
- Verified connected devices (no suspicious access)
- Contacted customer support, but received no real help
- Read all FAQ articles without finding a solution
I am using a Dropbox Basic account, and I urgently need assistance to recover my data — or at the very least, a clear explanation of what happened.
Please escalate this ticket to a Level 2 technician, or provide me with a concrete solution for restoration, as this is a critical situation for me.
Sincerely
27 Replies
- Nancy
Dropbox Community Moderator
Hey Eri_Biz! I’ve gone ahead and spammed your other post, so that we can avoid duplicates on the forum and keep everything in one place.
Can you let me know if you’ve already tried all the suggestions provided above, including checking for a second Dropbox account?
If you've reached our support team as well, I'd like to know the ticket number you got.
- Nancy
The ticket number should look like the one you provided above (you can double check if all digits are correct from your email address, if you can access the ticket in your inbox).
You can also paste a screenshot of the ticket number here and I'll check it for you.
I encounter the exact same problem
I’ve checked, and none of my other email addresses have any messages from Dropbox.
Also, what does the ticket number refer to, and where can I find it?
- Nancy
Thanks for these updates! Can you also check any other email addresses you may have, just in case? What you can do is log in and search their inbox (and spam folder) for any emails from Dropbox.
Other than that, can you please double check your ticket number for any typos? I tried to look it up in our system, but I couldn’t find any results; I’d like to see if there’s something else happening.
Yes, I’ve checked the Shared tab.
Even when searching for some of my folders using the search bar, nothing comes up. I don’t think I have a second Dropbox account — I’ve always used the same one.
Ticket number: 25110511.
Thanks for your help.- Nancy
Hey form_ud, I’m sorry to hear about the situation.
Have you also checked your Shared tab here, and you don’t see any of your missing files/folders with the option to add them back to your Dropbox account?
If you remember the names of any files/folders, you can also use the search bar on www.dropbox.com to look for them.
Besides that, is it possible you have a second Dropbox account, under another email address, where your files are currently stored?
Finally, I’d like to know the ticket number of your support request, so that I can check it, as well.
Let me know once you have more info.
