Forum Discussion

Big Slim's avatar
Big Slim
New member | Level 2
2 years ago
Solved

Data Loss After PC Factory Reset

Hello - Recently, I reset my computer to factory settings due to a suspicion of hacking. As a result, I had to format my drives, including one that was linked to Dropbox. Before the reset, I checked ...
desktop
Big Slim's avatar
Big Slim
New member | Level 2
2 years ago

I was previously a free user but have recently upgraded to an essentials account. Since I was a free user when the 30-day period ended, does that mean I'm still out of luck?

Mark's avatar
Mark
Icon for Super User II rankSuper User II
2 years ago
Big Slim wrote:

Since I was a free user when the 30-day period ended, does that mean I'm still out of luck?

It relates to the date they were deleted I'm afraid. So if you were a free user at point of deletion then the 30 day window applies. Even an upgrade the next day doesn't give you 180 day recovery.

 

So, yes, unfortunately you are out of luck. 

  • Big Slim's avatar
    Big Slim
    New member | Level 2
    2 years ago

    Surely there's still hope if I can see the files on the events page, right? I'm struggling to get in touch with Dropbox support. Do you know how to contact them directly? It feels like a major flaw if such a large amount of content was deleted from my cloud without warning. I understand that my reset removed the files locally, but I didn't expect them to be removed from the cloud as well. I'm really glad I didn't back up EVERYTHING to Dropbox.

    • Rich's avatar
      Rich
      Icon for Super User II rankSuper User II
      2 years ago
      Big Slim wrote:

      Surely there's still hope if I can see the files on the events page, right?

      If it's beyond 30 days, there's nothing that can be done as the files are already gone. The Events page is just a log. It's not indicative of the files still existing on a server somewhere.

About Delete, edit, and organize

Solve issues with deleting, editing, and organizing files and folders in your Dropbox account with support from the Dropbox Community.

The Dropbox Community team is active from Monday to Friday. We try to respond to you as soon as we can, usually within 2 hours.

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X, Facebook or Instagram.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!