Forum Discussion

Shauni0007's avatar
Shauni0007
Explorer | Level 3
3 years ago

Deleted files from my basic Dropbox

I accessed my Dropbox and all of my files had disappeared.  I have a basic account and I queried this - managed to get support who said that they could see my files, but I couldn't.  I got a message ...
Dropbox Basic
restore
Walter's avatar
Walter
Icon for Dropbox Community Moderator rankDropbox Community Moderator
3 years ago

Hey Shauni0007, thanks for the ticket ID.

 

I was able to locate it in our system and I can see that the agent who was handling your case replied back to your ticket back in April.

 

Have you tried these steps perhaps to check your ticket's history?

 

As for your deleted files, can you see any sign of them on your events page and if so, are you able to restore from there?

Shauni0007's avatar
Shauni0007
Explorer | Level 3
3 years ago
When I log into my Dropbox, there’s no option to click on Support or any ticket information. Forgive me if I'm being thick. There’s also no ‘Events’ on my login either using. The desktop. I can, however, click on the events link on your msg on my mobile and I see 80+ files deleted on 31st January (which I didn’t). Can I get these back and if so, how? Thanks for your support with this.
  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    If you have a Basic account and these files got deleted back in January, then I’m afraid they’re no longer recoverable, since there’s a 30-day file recovery window for your Dropbox account. 

     

    However, can you please check your Dropbox email address once more (both your inbox and your spam folder) and let me know if you can see your old support ticket there?

    • Shauni0007's avatar
      Shauni0007
      Explorer | Level 3
      3 years ago
      I didn’t delete the folders/files though. I logged on one day and they had all gone!

      I’ve already given my ticket details. The support person before said he’d try and retrieve them.
      • Hannah's avatar
        Hannah
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        3 years ago

        Hey Shauni0007, unfortunately, if the files got deleted that far back, like Nancy mentioned, they cannot be recovered by us now.

         

        You might want to search any devices connected to that account, perhaps you have local copies of the files somewhere.

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