Forum Discussion

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

Looking for more information about a permanent delete action

All my folders and files vanished from the account today and when we created a ticket, the support says that files were deleted permanently from the account. We asked who deleted, when and where? the...
Delete
restore
Hannah's avatar
Hannah
Icon for Dropbox Community Moderator rankDropbox Community Moderator
3 years ago

Hey tossdown, I can see that you've replied back to the agent working on your case, so I would suggest keeping an eye out on the ticket for their response.

  • tossdown's avatar
    tossdown
    Explorer | Level 3
    3 years ago
    You guys are quick in replying publicly but the support is very slow. Critical for us as we have lost all files and no details provided. No response on the escalated ticket.
    • Calvin2DBX's avatar
      Calvin2DBX
      Icon for Dropbox Community Moderator rankDropbox Community Moderator
      3 years ago

      Hey tossdown,

       

      I checked, and you got a reply from our team on the other escalated ticket.

       

      You should see in your email inbox, but if not, check the ticket history on your account's support page here: https://www.dropbox.com/support 

       

      If you can't find it, let me know to hunt down the ticket number for you.

       

      Let me know if there's anything else I can do here.

      • tossdown's avatar
        tossdown
        Explorer | Level 3
        3 years ago

        No clear answer with a statement that we cannot help you anymore. The files deleted Time shows no logs event at the backend. The IPs sent by the team are my other machine IP which only I use and they mentioned that deletion occurred on Aug 10th @4:32UTC but they cannot confirm which IP was used which is strange. 

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