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Forum Discussion
The account appears to have been deleted without a warning.
Hello,
I hope someone can help. I have had a dropbox account going back many years, and have been using it to upload family photos (and camera uploads automatically from my phone). In October last year, I received an email saying my account had been downgraded as a payment for my plan hadn't gone through—but my inbox is a mess, so I only just saw it this evening.
The email said it was downgraded but that my files hadn't been deleted. There was nothing about deletion. However, when I logged in tonight, it's like a brand new account... No files at all, no event/account activity.
Has anyone had a similar situation? I'm so frightened that I've lost everything, as this was my backup. I don't know what I'll do if I can't recover my files. That's my wedding, my deceased family members, my whole life going back to 2012...
Any assistance at all would be so appreciated. Thank you in advance!
19 Replies
- Rich
Super User II
However, when I logged in tonight, it's like a brand new account... No files at all, no event/account activity.
Are you sure you're signing in with the correct email address? Are you using the email address where you received the message about the downgrade?
Do you have any other emails from Dropbox? After the downgrade, if you ended up over your quota for an expended period of time then Dropbox would have started sending you warnings about possible deletions due to the overage. Do you see any such emails?
The same happened to me. I tried all the email addresses i have ever owned. It just logged in as a new account. I’m devastated. Mine was a personal account. Please advise
Hello—thank you for your message!
No, I didn't receive any warnings re: deletion. Yes, I'm signing in with the correct email address; I checked through my inbox to triple check I was using the right one, the one that I received emails about re: the downgrade. I am.I'm just thinking, surely they have backups, right? They must. Surely my files are on a server somewhere... They must be. There has to be a way to roll things back or recover files. Even if there was a fee, I'd pay it!
- Megan
Dropbox Community Moderator
Hey chlojito & Sivmo, thanks for posting here!
Also, do you recall when was the last time you accessed your Dropbox account, by any chance?
Is it possible that you opened a new account, instead of logging into your old one? I'm asking because it sounds like this might be the case.
Do you see any signs of your files in your events page by the way? If it's a brand new account, it'd most likely seem empty.
Keep me posted, and we'll take it from there!
I used it last, last month. When i went into the app, it had logged me out, i tried logging in, for it to say wrong password. Then i pressed forgot password and it created a new account for me. I am 100% sure that’s the email i have used before. It’s a completely new account. The restore function does not work as it says nothing to restore. Please help.
- Megan
Hey Sivmo, have you tried searching for any Dropbox related email in your inbox?
Checking for any old devices, that might still be linked with the old Dropbox account that you were using might also do the trick.
If this doesn't work either, I can send you an email in order for us to look into this.
Literally the same thing has happened to me. I've logged in and I have zero images or folders. Could this be a Dropbox error if there are several people getting the same thing? I'm baffled and completely gutted. You can't seem to be able to get hold of anyone at Dropbox either. What can we do? There's got to be a way?
- Mark
Could this be a Dropbox error if there are several people getting the same thing?
No it isnt.
m baffled and completely gutted
How long ago did you last log in? Was it over 12 months?
What does www.dropbox.com/events show?
You can't seem to be able to get hold of anyone at Dropbox either.
www.dropbox.com/support will let you log a ticket BUT you must do it while not logged in, even to here. So use an incognito window.
Hi. I have the same. I was only in it a few weeks ago, even possibly last week. It's not a new account as the login and password are all saved to my computer. Please help.
Thanks so much. Was logged in maximum 2 weeks ago, but think I even downloaded an image last week. The app on my phone is also showing no photos or files?
