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JaneC's avatar
JaneC
Helpful | Level 5
3 years ago
Solved

Upgrade to essentials and now I can't find my files!

I got an email I've been upgraded to Essential from Professional. Now I can't access any of my files!!  
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  • JaneC's avatar
    JaneC
    3 years ago

    I had not created a new account. Apparently there was an upgrade I was not aware of to transition from Professional to Essentials. The problem was that all of my files disappeared. I clicked on the email and there were no records so I thought I had been phished. I immediately changed my password in the account, but still no files were accessible. Some time later the files reappeared. Nonetheless, that was very concerning and I would expect Dropbox to make such a transition more reliable. My files should never have been inaccessible.

Megan's avatar
Megan
Icon for Dropbox Community Moderator rankDropbox Community Moderator
3 years ago

Hi JaneC, let's jump right into this!

 

Is it possible that you created a new account in the process of upgrading your existing one? 

 

What does your events page show? The Events page at www.dropbox.com/events gives you an overview of all activity in your account including files events (adds/edits/deletes). 

 

I'll be looking forward to your response! 

JaneC's avatar
JaneC
Helpful | Level 5
3 years ago

I had not created a new account. Apparently there was an upgrade I was not aware of to transition from Professional to Essentials. The problem was that all of my files disappeared. I clicked on the email and there were no records so I thought I had been phished. I immediately changed my password in the account, but still no files were accessible. Some time later the files reappeared. Nonetheless, that was very concerning and I would expect Dropbox to make such a transition more reliable. My files should never have been inaccessible.

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