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Nancy
Dropbox Community Moderator
Dropbox Community ModeratorRe: All my files have disappeared without any action on my part. How can I recover them?
Hey form_ud, I’m sorry to hear about the situation.
Have you also checked your Shared tab here, and you don’t see any of your missing files/folders with the option to add them back to your Dropbox account?
If you remember the names of any files/folders, you can also use the search bar on www.dropbox.com to look for them.
Besides that, is it possible you have a second Dropbox account, under another email address, where your files are currently stored?
Finally, I’d like to know the ticket number of your support request, so that I can check it, as well.
Let me know once you have more info.
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Yes, I’ve checked the Shared tab.
Even when searching for some of my folders using the search bar, nothing comes up. I don’t think I have a second Dropbox account — I’ve always used the same one.
Ticket number: 25110511.
Thanks for your help.- Nancy
Thanks for these updates! Can you also check any other email addresses you may have, just in case? What you can do is log in and search their inbox (and spam folder) for any emails from Dropbox.
Other than that, can you please double check your ticket number for any typos? I tried to look it up in our system, but I couldn’t find any results; I’d like to see if there’s something else happening.
I’ve checked, and none of my other email addresses have any messages from Dropbox.
Also, what does the ticket number refer to, and where can I find it?
- Nancy
The ticket number should look like the one you provided above (you can double check if all digits are correct from your email address, if you can access the ticket in your inbox).
You can also paste a screenshot of the ticket number here and I'll check it for you.
Unfortunately, I can’t find any trace of my exchange with the sales team — the conversation isn’t archived in the chat. But in any case, no ticket was opened; they asked me to contact support directly by sending a message. I never received any reply (see screenshot).
- Rich
Super User II
I can’t find any trace of my exchange with the sales team
The Sales team can't provide support. You need to contact the Support team if the option is available to you.
they asked me to contact support directly by sending a message. I never received any reply (see screenshot).
You can't just email Support. You need to open a ticket, if able, from the Support page. Not all accounts have access to support in this manner. If you have a Basic account, you have access to the various self-help options or asking questions here on the forums.
Reviewed the events history (no clear trace of mass deletion)
Is there any activity at all on your Events page, or is it blank as though it's a new account?
Indeed, I have a Basic account, which doesn’t allow me to create a ticket or communicate directly with someone from the support team. This is quite limiting.
And yes, indeed, there’s no activity at all — it looks just like a brand new account.
Yes of course !
- Nancy
Sure thing, form_ud! Before logging a ticket though, can you please clarify what you meant here?
I’m just asking because you previously mentioned that you don’t have another Dropbox account, so I’d like to make sure that’s still the case and that we’re going to look into the correct Dropbox account via email.
When looking at this page here, do you see the email address that has always been linked to your Dropbox account?
It is indeed one and the same account — the one I’m using is the one that has always been linked to my Dropbox account.
- Mark
It is indeed one and the same account — the one I’m using is the one that has always been linked to my Dropbox account.
What does http://www.dropbox.com/events show?
Can you pop a screenshot on here?
This is quite troubling — I can see in the screenshot: "You removed your access to the shared folder 'Formation CGT Doubs.' Today, at 07:02," even though I wasn’t even at my workstation at that time. Where could this have come from???
- Mark
You removed your access to the shared folder 'Formation CGT Doubs.' Today, at 07:02,"
So, somebody or something removed you from the Shared Folder. You can rejoin via https://www.dropbox.com/share/folders . In terms of time its possible that isn't the exact time it happened but when it finished (if its a large file). Take the time stamp with a pinch of salt.
OR if its on a network drive/external drive that is what time it disconnected from your machine.
