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Forum Discussion
Logged into my account and all my files are missing
I've had a drop box subscription for a few years and at renewal, December 1st, 2022, I upgraded to DropBox Plus. Last week I had a blue-screen issue on my Desktop and took it to a repairman. He saved, documents, then (I suppose) cleared the hard drive, and then he reloaded Windows Home 10. When I got my computer back, I noticed I was missing programs - Reaper and Bluebeam. I was annoyed but not too concerned because I had purchase receipts and licenses stored in Dropbox. Then I noticed that Drop Box desktop short-cut was missing. I tried to log-in to DropBox but couldn't remember my password, so the DropBox Chat agent or bot sent me a password reset link. I used that to open DropBox, but all my files are missing. I paid a full year subscription in advance expecting secure cloud storage, but all my stored documents are gone ... very important documents for which there are no or very limited hard copies. Does anyone know how I can recover my old account? Because it looks like my password reset started a new account.
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Hi Hannah, it takes me to my account which is empty. No files or folders. When I click on sync history it shows me a history of my files (I just had a file sync 12 says ago).
I did not receive any email from dropbox (in spam or inbox) to indicate my account would be/was deleted. I just was in dropbox a month ago so why would this be the case?
Hi Hannah, it takes me to my account which is empty. No files or folders. When I click on sync history it shows me a history of my files (I just had a file sync 12 days ago).
I did not receive any email from dropbox (in spam or inbox) to indicate my account would be/was deleted. I just was in dropbox a month ago so why would this be the case?
- Mark
Super User II
Hi Jeff231
If you can see a history at www.dropbox.com/events than it isnt a new account.
Can you restore those files from that page or https://help.dropbox.com/delete-restore ?
Hi Mark, no neither of these suggestions worked.
I have had a DropBox account for years and have paid my monthly membership for quite some time. I had a friend pass recently and was looking for old photos for use at his service. I logged in yesterday and found that hundreds of photos are missing. I even had the app on my phone for a time so photos would upload automatically. I have never deleted any photographs so I am not sure what could have happened. All that is in there is photos I uploaded two months ago and that is it - at that time I didn't look at my pictures so I didn't realize any were missing. I checked events and all it shows is the activity from my uploading two months ago. I am devastated that I have potentially lost photographs from years ago when my kids were little and of friends and family that are no longer with us. Does anyone have any idea what could have happened? Please help!!
- Mark
Hi Laney Lou
Does events show nothing before the 2 month mark? What does www.dropbox.com/account show in terms of quota and plan - does it show you paying?
That means one of two things. This account is brand new and not actually the one you are expecting to be using - especially if you are a paying user and this appears as free. It means you set up a new account 2 month ago rather than logging in to an old one. OR nothing has happened on the account for over 6 months until that 2 months - the events list only shows 6 months of data
@mark Hi!! It shows basic but I am charged 11.99 a month and have been for at least the last 3 years.
- Mark
Laney Lou wrote:
@mark Hi!! It shows basic but I am charged 11.99 a month and have been for at least the last 3 years.
Then you are logged in to a different account to what you are paying for. Which would explain why you only see the data from 2 months ago.
Check for an email or receipt from Dropbox to see what the email on account is and how it is different to what you are using now
I only used Dropbox for collecting ukulele music. I collected around 1 GB of music over the years but haven't tried to access it for a couple of years. Today I logged on to add some new music and discovered that my free 2GB Dropbox storage was completely empty showing that I had 2GB of storage to use. Please tell me if I can somehow get my files back from somewhere?
