Hello I experienced a really strange thing today- Dropbox disappeared from all my devices bar my iPhone where it says ‘signing out’. When I try to sign in from the web my account has gone from a plus one to a basic one with no files on (I had masses on before) . It’s like someone has wiped my account out. I can’t even access support as I thinks I have a basic account with no files. I hope someone can help!

Hi @Lettuce1! This sounds a bit unexpected indeed, but let’s take a look. When signing back in again, did you use a different email address/an email address with a typo, by any chance? Do you have more than one email addresses? I’d like to make sure you haven’t set up a new separate Dropbox account, as it sounds like a possibility here. You can also check the Events page of the account you're logged in to see if there's any past activity or if it's brand new. Finally, I'd like you to double check any email addresses you may have and see if you can locate past emails from Dropbox there. Let me know what you find.

Hi NancyThankyou for your reply. No it’s the same and only email address on the account and the same as the one in my emails. I have several emails to that address from Dropbox including the upgrade to Dropbox plus.Thanks

Thanks for clarifying that. Was your Dropbox account previously part of a Dropbox team? If yes, is it possible your admin deleted it to remove you from team member? If you check your recent Dropbox emails, do you see something that could explain the situation?

Hi- no not part of a team. And nothing in recent dropbox emails to explain it. I have found on my computers dropbox folders (one called 'Dropbox(old)' and another simply 'Dropbox'. These have all my files on there although unfortunately mostly unreadable as they were online only. So something or someone has done something to the account and the files have been put on my machines. Unfortunately I'm completely stuck on trying to access the files that weren't online only and it seems dropbox thinks my account is only a day old and empty, and a basic package.

Hi Nancy I remember now that a file appeared in my dropbox that I didn't recognise. I thought my wife may have put it there, so I opened it but quickly thought better of it and closed then deleted it. It was a few hours after that when I found dropbox was deleted from all my devices. I later found it had added all my files (although 90% are read only so empty) to my devices in a folder.When I tried logging back in it wouldn't give me the option to put a password in with my existing email address so I tried the only option it gave me which was of signing up. I put in my existing password and same email address as before. I now seem to have an empty and basic account ( it was previously a plus account and I have emails to prove the upgrade etc). The worst thing is I now have no way of contacting support as they believe I have a basic account, so at the moment I am completely stuck and have lost a lot of valuable info which I thought was backed up for 30 days with my plus account.

My existing Dropbox account disappeared along with all of my files.

26 Replies

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Lettuce1
Explorer | Level 4
2 years ago
Very kind thankyou - I don’t have a ticket number yet
Megan
Dropbox Community Moderator
2 years ago
Hey Lettuce1, have you checked your email's inbox?

You should be able to see your ticket number reference there.
Lettuce1
Explorer | Level 4
2 years ago
Hi Yes I found it 24239942 . When I click on the ticket link I get
Oops! Something went wrong
Sorry, we were unable to load your help requests at this time. Please try refreshing the page or check back later."
Megan
Dropbox Community Moderator
2 years ago
Hey Lettuce1, can you try responding back to the email chain directly from your email address without accessing the link?
Lettuce1
Explorer | Level 4
2 years ago
Thankyou I’ve done that and waiting for them to get back to me
joe710
New member | Level 2
2 years ago
Same thing happened to me. I think there may have been a breach to drop box.
Nancy
Dropbox Community Moderator
2 years ago
joe710, when was the last time you could normally access your Dropbox account with all your files in?

Do you have any other email addresses?

If not, can you check your current email address and let me know how long ago you received a message from Dropbox there?
Lettuce1
Explorer | Level 4
2 years ago
Hi Megan

I tried replying six days ago with the PayPal references they asked for but have had no response- are you able to help please?

Thankyou
Nancy
Dropbox Community Moderator
2 years ago
Hey Lettuce1! From what I can see, your request is currently being handled by our advanced team. Please rest assured they’re looking into your case and they’ll get back to you as soon as possible.
Lettuce1
Explorer | Level 4
2 years ago
Thankyou but it’s not very reassuring that I have had no reply yet. I am running out of time until 30 days is up and if my files are still stored somewhere they are soon going to disappear for good. Please can you ask someone to respond so I can atleast get a sense of what is going on?

Forum Discussion

My existing Dropbox account disappeared along with all of my files.

26 Replies

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