All my files except one have gone.

[Filesgone]

I have had my Dropbox basic account for many, many years, and because I had introduced a lot of people to Dropbox over the years I had accumulated a loft of extra storage. Now all my files ecept one have gone, and I have only 2gb of storage. What on earth is goping on, and why can't we contact Dropvbox direct?

My experience of forums and communities is that that they mainly exist because a comnpany does not dealo wirh problemns that they have created thenmselves, which shows a complete lack of integrity, and relies on free labour to dea lwith the comapies own failure to deal with anything.

I had literally loads of music albums in my Dropbox local folder and on the Dropbox internet site and now all gone except for one.

[Daphne]

Hi there @Filesgone, I'm sorry to hear about that!

If you check your events page here, do you see any actions regarding the missing files? This page will show the activity within the account within the last 6 months.

Also, when was the last time that you signed into this account and saw your files there?

Let me know and we can go from there!

[Hughmoz]

I have found some of my files under a folder saying “old Dropbox” so, it may be that I signed in one time with a different email address, which was a back up one.

I have deleted the back up email address and renamed folder. Still have lost a lot of my files and all of my extra storage though, which had built up nicely since 2014 due to getting a lot of people to join Dropbox so, not happy about that.

Dropbox used to be a doddle to use and over the years the interface and everything about it is really naff, slow and unintuitive. Companies are obsessed with rebranding and tinkering. When something works don’t mess around with the basics. Dropbox really is a pain to use nowadays.

How do I get my storage allowance back please?

[Daphne]

Thanks for the update!

It looks like you got back to me here from a different user profile here, which has a few older posts too from earlier this year. It would indeed suggest that you signed in with a different Dropbox account.

If you check your account online now, do you see any difference in your plan page here for the space limit and space used?

Keep me posted with your findings!

[Hughmoz]

Hi Daphne

It says there that I have 7.75GB storage. However on my account it says 2GB and where all of my missing files are I have no idea?

[Daphne]

If you see this storage usage when you check the plan page, can you then visit your files page online here and let me know if you see the files you're looking for @Hughmoz?

Also, can you let me know where you're checking the storage from when you see 2 GB? Are you looking from a connected device perhaps?

If it would be helpful, please feel free to send along some screenshots (excluding any personal info) of what you're seeing.

Thanks!

[Hughmoz]

I was dealing with someone called Alexandra from Dropbox as well as she contacted me and then Christopher.
I have sorted it all out now. Thanks for your help. You steered me in the right direction and of course it took time for all my files to load up and they all re-appeared intact eventually.

What happened was that I had used my back up email address to sign in and it started a new account, hence loss of storage. Then I imagine that as my files were more than the 2GB storage allowance I must have stashed them on my computer under “old Dropbox files”

So, all back to normal now and only have to try and persuade Dropbox to design a decent layout and icons to make the site more easily usable now. Dropbox used to be well laid out and easy to use and now it is an awful colour with petty little icons and lots of overly complicated bits going on. They need a designer who understands clarity.

[Daphne]

I'm glad to hear that's all sorted out now @Hughmoz!

Thanks for your feedback too about the website interface, we always appreciate you letting us know what works for you (or doesn't in this case).

If you have any specific points to add to what you've already mentioned, please feel free to give me another nudge with that here, or even check out our "Share an idea" section here.

Others may have suggested some features they'd like to see, that you might want to show your support for with a vote.

I'd be happy to help out if you have any other questions, but in the meantime, I hope you have a lovely rest of your week!