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access777's avatar
access777
New member | Level 1
10 months ago

I'm missing an important document, and have no idea what I can do to retrieve it.

I have been a Dropbox  user since 2011. I'm a professor and have always assumed my files were safe. Last week, one disappeared - and it is a whole academic publication. That is my original intellectual property. Losing that work has significant implications for my professional reputation and career. I have already missed the deadline for submission.

I have opened a ticket.I have done the extensive trouble shooting with multiple agents. They transfer me to email, then send me requests to grant permission. The link they said is invalid. Day go by, There are no responses to my emails. I open new chat. They tell me to wait. One consultant said my case was escalated. Another said it's closed/solved. I just need my work back. I can't really believe a company that you may a subscription to firstly fails on the grounds of keeping your work safe, and then just gives you the runaround. I'm no closer to a solution, which is severely impacting my health and mental health

Delete
restore

8 Replies

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    10 months ago

    Hey there access777, sorry to hear about that!

    You've mentioned that you're already in contact with our Support team.

    On my end, I'd like to check the troubleshooting steps, and progress in regards to your case and with your communication with our Team. Can you send me the ticket number reference, please?

    I'll be waiting for your updates!

  • access777's avatar
    access777
    New member | Level 1
    10 months ago

    I notice my message has been edited, but otherwise not responded to

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    10 months ago

    Hey access777 - can you try clearing your browser's cache or try another browser and let us know if you're still unable to enter your ticket ID? 

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    10 months ago

    Thanks for the ticket number access777 - much appreciated.

    I was able to locate it in our system and passed your comments on to the agent who's handling your case. They'll be reaching out to you soon, but please let me know if you have anything else to add. 

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