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Forum Discussion
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 through Dropbox Events, but nothing worked.
We also contacted Dropbox Support, and they told us they would roll back the folder to a specific event. However, even after receiving two emails from their technical team confirming the rollback, nothing has changed on our account — no files or folders were recovered.
Can someone please help us with this issue?
Our ticket ID is 25578244.
Thank you.
16 Replies
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They were directly in my account :(
- Jay
Dropbox Community Moderator
Hi Sara703, in order to look into this matter in more detail, I'd recommend contacting the support team directly for them to investigate further.
Hello ! Please share me an updated link or email . I got the following message once I clicked :
Error (404)
We can't find the page you're looking fo
- Jay
Apologies, the link should be this one: https://www.dropbox.com/get_help
Your technical team failed to restore the files and failed to rollback.
They said they cannot recover permanently deleted files- Walter
Hi from me and thanks for the update on this Spice Pixels
I just wanted to mention that it's true that permanently deleted files can't be recovered neither from our end nor yours.
In any case, I'd recommend getting back to the expert who's handling your case with any additional questions you may have since they'll be better equipped to help you at this point.
Let us know if you have anything else to add or ask in the meantime.
