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Can I restore an account that was deleted?
Hello Dropbox Community!
This is my first time using the forum. Nice to meet y'all!
I decided to make this post thinking that maybe someone has ever had or heard about an issue like that. 2 Days ago, I was using the trial plan for business plan, and I decided to cancel the free trial plan and switch to the "plus" plan, but somehow, the dropbox team decided that it will a good idea to terminate your account if you cancel that plan, and I have no idea why someone would ever add such a thing on the billing page. I terminated my account, and I lost access to my files because I was looking for a downgrade. For 2 days, I've been trying to connect with the Dropbox team to figure and sort this out, but nothing happened so far. My files contain years of work and legal paperwork, and they seem to not care about that.
Does anyone have any idea if I will ever recover my files? I don't really care about the account, but the files are so important to me.
The Dropbox support team managed to find a solution and sorted the issue!
I'm happy that I got my files back! Thank you everyone!
27 Replies
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- Rich
Super User II
Ccruz807 wrote:
It is super frustrating how unclear it is when you try to cancel a trial that it will delete your account associated with that trial.
Cancelling a trial doesn't delete your account. It should just revert your account back to the state it was prior to the trial.
Why do they have to make it so hard to get help. Is there any way to access chat with a live person ...It sounds like you've already contacted Support through the ticket system. That is the primary method of getting support. Live chat is available with a paid account.
I am hoping a monitor for dropbox community sees this and can help with my ticket.Reply here with your ticket number and a Dropboxer might be able to check the status of your ticket, but the best way to get a response is to simply reply to the support email that you received, and your ticket will be updated.
Well believe me the cancellation process for the trial is NOT clear and it deleted my basic account. It doesn't let me log in now using my email. The message that shows up is "This account is deleted" and to "wait 30 days to re-register with current email"
Here are the ticket numbers:
Ticket #24159687
Ticket #24160477
Ticket #24164372
Really appreciate whatever help I can get! My client has tried sending me access to my personal email account that I just setup when this wasn't resolved quickly and she keeps getting denied the ability.
Thanks so much!
Hi everyone. I figured I should start a message with my own problem after responding to another member of the community that went through the exact same problem. I want to warn anyone from canceling the free trial dropbox offers to try the Team level upgrade. After trying to use that as a solo member as a way to backup my files, and seeing it was taking too long, I decided to just cancel it because I figured I wouldn't be using it. When I went through the process of canceling and it said whether I wanted to disband the members, I figured its just me so why would I go that route and the Team name was clearly showing as what would be cancelled with NO MENTION of losing my access from the email associated with it, I hit okay to cancel the Team trial. BIG MISTAKE. After that I was locked out of my basic account that had collobrated folders with my clients. Now my clients can't send me files to work on for their very large company. I am sure they must have an enterprise account.
So when I finally did get a response yesterday to my ticket, I was told I had to reply in order to "enable us to help further with your request." I was so excited to see someone reaching and I replied right away. Then radio silence. Nothing. No responses to my repeated emails so I opened up other tickets with no responses. I did get a very quick response though from a very nice community member that replied to me from a post I made to another member going through almost the exact same issue! Maybe I will get some quicker help with this message if a dropbox product manager sees it!
- Walter
Dropbox Community Moderator
Hey @Ccruz807 - thanks for the ticket numbers and the additional information.
I found your ticket (#24159687) in our system and passed your comments on to the expert who's looking into your case.
They'll be getting back to you soon, but please let us know if you have anything else to add.
Great, thanks for your help! I did get a response right now but not what I expected to hear. They told me that it was automatically deleted after the team was in a locked state for over 90 days which doesn't make sense. I just activated that trial on 8/20/2024! I thought I was being diligent by cancelling it before the trail end. I just tried forwarding the email with the welcome to the trial to show it was brand new and not ever in a "locked" state.
