One month down in 2025: How are your resolutions coming along? Check out how to get back on track here.
Forum Discussion
valeri11
2 years agoNew member | Level 2
Files completely gone after email change
I got a message in my account asking me to update my email address because Dropbox, for whatever reason, couldn't contact me using my current email. That email works, I'm not sure why I got that message. I changed my email address. When I logged in with my new email address all my files were gone. TEN YEARS worth of photo storage is completely gone and it says I am no longer subscribed at the Plus level. There is zero customer support available and I'm absolutely furious. Is there anyway to talk to a real live person and have this resolved?
- Rich
Super User II
valeri11 wrote:
I changed my email address. When I logged in with my new email address all my files were gone.
It sounds like created a new account. Have you tried signing in with your old email address?
Is there anyway to talk to a real live person and have this resolved?Phone support is available for Business team accounts only. All others can find the support options available to them on the Support page. Basic accounts are limited to the various self-help options such as the chat bot, help center articles or posting here on the Community.
If you're having a problem signing in and want to open a ticket, visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.
About Security and Permissions
Start a discussion in the Dropbox Community forum to get help with your account security and permissions. Find support from Community members.
Need more support
If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.
For more info on available support options for your Dropbox plan, see this article.
If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!