Need to see if your shared folder is taking up space on your dropbox 👨💻? Find out how to check here.
Forum Discussion
Some of our video files have been lost. How can we restore them?
A group of us traveled to Germany in June to experience driving racecars on the Nurburg racetrack. As a bucket-list trip, the headcam videos taken of our experience were very important to us. The video files were uploaded to Dropbox but the company we used is now saying that Dropbox does not have the videos anymore. They have said that Dropbox has lost several of their customer's videos and have been told there is nothing Dropbox can do. They will no longer use Dropbox which is a real shame....
Who can I contact within Dropbox to see what options exist? Seems that backups would exist that would enable us to get those video files if we can get to the right person at Dropbox.
Appreciate any contacts you can suggest. You can reach me at [removed per the Dropbox Community Guidelines]
Regards,
Ron
4 Replies
- Dell_Dropbox
Community Manager
Scubar We totally understand how important these files are to you, and thanks for dropping by the community. To start I have a couple of questions.
- Are you the owner of the Dropbox account in question, or did the company you worked with administer the account?
- What was the exact date that the files were uploaded to Dropbox?
- Mark
Super User II
Who can I contact within Dropbox to see what options exist? Seems that backups would exist that would enable us to get those video files if we can get to the right person at Dropbox.
You cant contact on behalf of somebody else I'm afraid. I also think the company is fobbing you off.
Dropbox doesnt, and cannot, delete files unless its told to do so. It also DOES do backups but that depends upon what the company pay for - if they dont pay, its 30 days, if they do pay its 180 days. Over that and they are not recoverable. Files get deleted if they are moved out of folders etc. not 'by mistake of Dropbox'.
The OTHER way things are removed, which I suspect is more likely here, is that they've either not used the account in a long time, have been over quota OR not paid to keep a team space going and so they data has been removed by Dropbox as per its T&C's. However, again, this doesnt happen without LOTS of warnings. They dont just remove it - companies are warned repeatedly. When this happens they are removed, permanently.
Thanks so much for responding. I am not the owner of the account, the company is Nurblife in Nurburg, Germany and we have been communicating with [removed per the Dropbox Community Guidelines]. Nurblife has tried to get the video files recovered for us, and several of their other customers, but have not been successful. Given that they are in Germany, I reached out to the Dropbox community to see if there are other approaches we could consider to get effective help.
The date of the files we are concerned about is June 7th, 2025.
Appreciate any support you can provide to locate these video files.
Regards,
Ron
- Mark
Given that they are in Germany,
They can contact Dropbox themselves via http://www.dropbox.com/support. However, as I said, Dropbox doesnt remove files except in particular circumstances. There are also German specific forums on here if needed.
The date of the files we are concerned about is June 7th, 2025.
So, based upon that date my guess here is they have a free account and deleted the files, for whatever reason on that date and as its now over 30 days they are not recoverable. Free accounts can restore for 30 days and no more.
Unfortunately, nobody here can help - Nurblife need to speak to Dropbox directly, but, I really do think its Nurblife that have made a mistake here and as your contract was with them its them you need to take it up with. As a minimum - why dont they have a backup process in place?
