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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
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.
- 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?
Yes of course !
It’s possible, but I don’t see how — my Dropbox is never logged out and syncs automatically every day. I think the second option is more likely: my browser may have automatically redirected me to that account today. But how can I stop this from happening?
- Nancy
I’m glad to hear that was the issue indeed and you could access the correct Dropbox account, Eri_Biz!
Is it possible you chose the "Sign up" option today, instead of "Sign in"? Or that you were previously logged in to Dropbox with the Gmail account and your browser directed you there automatically today?
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.
- Rich
Super User II
I 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?
Thank you for your help. I have checked for an account on diffrent email and it worked.
The problem was that when opening dropbox it was supposed to open with my yahoo email. But today it logged in, without me changing anything, with my gmail email, so it appeared as a completely new empty account.
I have not reached support team and I do not have a ticket number.
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).
