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KARO1's avatar
KARO1
New member | Level 2
3 hours ago

I upgraded to Dropbox Plus in June 2025 and now my files are gone.

Hello, since Dropbox plus, in June; and today, I had to change the password and all the files are gone; as if its a brand new account ... What is going on?
account access
billing
Plans
Megan's avatar
Megan
Icon for Dropbox Community Moderator rankDropbox Community Moderator
2 hours ago

Hey there, KARO1, let's jump right into this! 

It sounds possible that instead of logging in, you were actually prompted to create a new account with your email address.

Do you have a transaction ID on your end? If so, can you use it in order to locate the account the charge is coming from?

Also, if you have the Dropbox desktop app installed to your device, please try this: 

Try clicking the Dropbox icon in your system tray/menu bar and then on the globe icon next to your initials/profile pic.

This should take you to your account on dropbox.com; what do you see there?

Keep me posted, and we'll take it from there!

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