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Forum Discussion

Spice Pixels's avatar
Spice Pixels
Explorer | Level 4
3 months ago

The support team said that our folder has been rolled back, but this isn't true.

A few days ago, one of our main folders containing 2.7 TB of data was deleted on its own and also disappeared from the Deleted Files folder. We tried using the Rewind feature as well as restoring it ...
Dropbox Rewind
restore
Sara703's avatar
Sara703
Explorer | Level 3
3 months ago

Hello! I need support in recovering files that were deleted and are not showing in the restore files . They are valuable family pictures . Thank you in advance !

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    3 months ago
    Sara703 wrote:

    I need support in recovering files that were deleted and are not showing in the restore files .

    Are these files that were in your account and that you owned, or were they in a shared folder that someone invited you to? When were the files deleted? Also, what plan are you currently on, as shown on your Plan page?

    • Sara703's avatar
      Sara703
      Explorer | Level 3
      3 months ago

      Hello! They were in my personal files . I need to recover them . They were from years 2016-2020. 

      • Nancy's avatar
        Nancy
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        3 months ago

        Hey Sara703! Can you clarify when these files got deleted from your Dropbox account (or at least when was the last time you accessed them on www.dropbox.com)? 

        Your Dropbox plan offers a certain amount of time during which you can restore deleted content (please look here for more details). So, if the files were deleted outside of that window, they may not be recoverable.

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