All of my Dropbox files have disappeared.

Nothing, and I had actually made my payment. Not exactly sure what happened, because the support team basically just said that I had been compromised. I had zero issues anywhere else, so it was very clear to me when I go into their system and they have somebody else’s email under my account. Something happened on their end. Needless to say, nobody even tried to recover anything for me, and I believe after 30 days, they automatically delete all their data. I feel your pain I had a lot of pictures as well, what’s pretty frustrating is you can’t even get somebody on the phone, it takes them a couple days to respond, and then they just stop responding. Good luck.

The same thing has happened to me! My account was downgraded as a bill was unpaid, and now it appears my account is brand new. All my family photos were there going back at least since 2012... Is there any way to recover these? I am absolutely devastated at the thought, I have been using this as an ongoing family project and I didn't realise a bill had been unpaid... but I didn't receive an email saying my account was up for deletion, just that I had been downgraded... Did you receive any help from your ticket to the support team?

It didn't downgrade or wipe till two weeks ago.

Nancy wrote:

even in the occasion where the Dropbox account was downgraded.

That isnt correct. Dropbox has a policy now of deleting data of accounts that are over quota. So, if the account downgraded in say Jan 2024 the data would have been wiped by now. 

Support was zero help, had no explanation and was unable to recover any of my data. This is disappointing, I don't understand how a company that holds so much data can just dismiss this like it was nothing. Clearly there was an issue on their end, especially with the fact that their "tools" and info on their system were changed, I guess I wish they had at least tried to recover some of my data.  I will most likely be moving on from DB now. 

That’s correct; the files would still be there, even in the occasion where the Dropbox account was downgraded.

It’s hard to tell for sure though what may have happened, since we don’t have any account visibility here on the forum. However, don’t worry; one of our support agents will pick up your ticket and check what may have happened in our system.

Absolutely OK to jump in,I'll take any help i can get. It is a mystery why they would have another email associated with my CC , and send me an invoice to my email. And then everything be gone like I have just opened an account. Maybe the payment from 2024 ran out and the downgraded me, because they didn't get payment? (Even though I paid it)  I would think there would still be files , at least one.

Hey mvannatta, hope it’s OK to jump in. I’ll also have to agree with Mark on this and say that you’re most likely logged in to Dropbox with a different account (also, one email address can’t be linked to more than one Dropbox accounts). 

From a look into our system, I can see you’ve opened a ticket with our support team in the meantime. I’ve left them an internal note on your behalf, so they should get back to you as soon as possible.

So i have been chatting with a sales person, they can only do so much, but I paid in January received a receipt with my email/card number. i used the "lookup tool" and there was a different email ( none that i am associated with) 

is it possible to have 2 accounts with one email?