Old Photos Gone.

Hey WDamron, let's jump right into this! 

Did you change the email address of the Dropbox account, or accidentally created a new account? 

You also mentioned that you hadn't looked at the account for quite some time, can you clarify how long has it been since you last accessed the account?

Can you clarify what your events page mentions? The Events page at www.dropbox.com/events gives you an overview of all activity in your account including files events (adds/edits/deletes).

Keep me posted, and we'll take it from there! 

Hello Megan,

I changed the email of the dropbox account. I have the email confirmation of that as well. I believe there was maybe a 2-3 gap where I never checked my dropbox. I had known these photos were 'missing' a year or so ago, but never took any real steps to find them until now.

I have also checked my 'deleted' versions. I have gone back to 2015 and no deletions were made apparently.  There are no mentions, no adds or no edits. Nothing at all. Which I find odd. I have a bunch of edits from when I added photos recently, but it does not go back past June 2022 for some reason. 

I have a transaction ID from where I purchased additional storage so I know for a fact I had photos before 2016.

I have no idea where the photos from my old account when and I am unable to properly explain this as I cannot speak to anyone on the phone. This is a very frustrating situation and I apologize. 

Thank you

Hey WDamron, you mentioned a 2-3 gap, are you referring to months, or years? 

I'm simply asking, because Dropbox will close an account after some time of inactivity, so this could be the case.

Also, it sounds based on the info you provided about the missing content, that they were deleted a long time ago, therefore they wouldn't be recoverable, I'm afraid. 

Do you have any other backup, or connected devices with the files? 

I have lost all my personal photos stored in dropbox sometime in the last 6 months.

No idea how or why they are all gone. I only had the 30 day rewind feature. I thought it was always 6 months. Maybe they adjusted plans over the years.

Dropbox informed me they do store the info longer and that they can look for the photos if I give them the exact file names.

Of course I don't remember since I have 100 different file. Too hard to remember exactly what it was called.

Does anybody know how I can communicate with them to receive assistance?

I feel like I'm communicating overseas and keep getting the run around.

I feel like they are not willing to help.

Hi robert321, let's jump right into this! 

Keep in mind, that for a Basic plan you can restore up to 30 days of content indeed. We definitely can't recover files that were deleted 6 months ago, or longer. 

You also mentioned extra file names that Dropbox asked you about. Did you communicate with our Support? Who exactly asked you? If so, do you have any available ticket numbers to share with me, in order for me to locate them on our system?

Keep me posted!