We lost our all files in Dropbox because we can't pay the bill!

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TW33 wrote:

It's show error (500) to us and last night it date line we try untill last night but it still not success and then all file was dissappear!!

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Did you try contacting Support when you first noticed the error? If you kept trying over and over and the problem wasn't going away, then contacting Support would likely be the only way to have it resolved.

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TW33 wrote:

What should we do for now. We can't contact any support becuase now we are just free plan. And if we upgrade it now our file will back or not.

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You can still contact Support, and you need to in order to resolve this.

To contact Support, visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

• https://www.dropbox.com/support/billing-issues

when we click contact support it force me to log-in and when I log-in I can't contact them.

Do I need to create new account?

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TW33 wrote:

when we click contact support it force me to log-in and when I log-in I can't contact them. 

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Click the link that I provided above, and make sure you're NOT signed in.

Now I register new plan and can chat with Admin 1st time only and they left the chat immediately and can't help us to solve problem and we try to click chat to staff again it just show the email box. Can't talk to them.

and then we upgrade the plan now but we still can't get to the file and still can't get to the admin. Or can you tell me where I can contact them? which menu? I can't find.

and I already to call them on the phone number but it all auto reply message. can't talk to any human.

Now we update to use this plan as belows. but we still can't access the file and can't contact any human staff

Please help me 😭

Hey TW33, welcome to our Community! 

Let me sum things up, to make sure we're on the same page here. 

It sounds like you were part of a Team plan, however it wasn't renewed therefore downgraded, switched over to a locked state and after that it has gotten deleted, is this correct? 

I'm not entirely sure I understood the latest updates that you shared about chatting with your Admin. Did you try a new Business trial on your end? 

Were you a member, or an admin on the previous Team? 

Keep me posted!

I'm 1 of the Admin. I can't renewed therefore downgraded because dropbox payment error again and agian! and last night I got this email (Everyone in my team got same email too)

and now we can't see that folder in dropbox so we don't know that it already delete or something.

can you check for us. another admin of my team account is [removed]

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@TW33, did your team account have any other admins? Did they also check their Dropbox accounts and none of them can locate this folder?

Have you all checked the following pages? 

1. Deleted files

2. Events

3. Shared tab

Finally, do you have the desktop app installed on your computer(s)?

None of us can locate this folder. we buy plan team together so everyone now are free user and can't do anything. we click update plan as trial but that folder still disappear.

No one can see that folder and none of us as admin delete other user. We all get the same message that we was romoved from that folder.

What should we do

Hey TW33!

Would you be able to check your account's plan page at the moment, and let me know what you see there? 

When the team downgraded did the accounts become separated, or did they remain in a locked state? 

Have you tried contacting your Team's admin, to ask if they've downgraded the account and if they eventually managed to update their billing info? 

I'd also love to know if you could locate any mentions of the folder, when visiting your account's events page. 

Q.When the team downgraded did the accounts become separated, or did they remain in a locked state? 

A. The accounts become separated. I found existing folders at the following location on my Mac;
Library > CloudStorage > Dropbox-NSS (15-10-24 9/23)
*However, there are only folders in this folder. No individual files exist.

Q. Have you tried contacting your Team's admin, to ask if they've downgraded the account and if they eventually managed to update their billing info? 

A. The administrators, including myself, had no intention of downgrading. The administrators, including myself, tried until the last moment to complete the payment, but in the process of doing so, this situation arose.

Above is a capture of the “Events” page from October 15, at 0:19 AM (Thailand time) to the present. Currently, this screen only shows the information associated with the administrator's personal e-mail address [removed], as it is not possible to see the information from the previous team folder “NSS”.

Thank you for your kind attention on our case.

I am glad that the person in charge, the advanced team, is now investigating our case. I wish to directly communicate with you to make sure that you truly understand how serious the situation is to our team in hoping that you could kindly pay attention and might speed things up to help us solving the problem soonest.

The problem we’re now facing is quite serious as all the files, all the documents that’s vital to our business is now completely gone due to the failure in payment procedure.
Those documents, among them are accounting reports, presentations, and vdos and photos containing the memories on the events of our business that can no longer take back.
Especially the accounting reports, we cannot lose it as it will affect us tremendously when we need to submit it to the government this year.
As you may already noticed, the cause of this failure is solely from the dropbox system.

As we always trust in Dropbox, that’s why we choose to store all of our files and important documents here and no elsewhere. To say the least, losing all of these documents means losing trust in Dropbox too.

I do hope you will take serious responsibility in solving the case.
If you would, I do need the proper answers of the following;

- to make things clear for our end, we need to know the time frame for solving the case. How many days it take for the whole process in connecting us to our former account?

- as all of the files are seriously important to our business, can you please clarify how can you bring all the documents back? We need concrete answer on this part.

- in case of failure in bringing back the documents, what other responsibility would you offer to compensate our loss?

Thank you again for your assistance and hoping to hear from you soonest.

[personal information removed per the Community's Guidelines]