I'm missing files from my account, both online and from the app. How can I proceed?

[dawnmccarrabass]

Hi, all. I am a little desperate. Almost a month ago, my Dropbox instance hung during a large sync. After the incident, a number of important files were missing from both my Dropbox Desktop and online.

It has been impossible to get functional support from the Dropbox team. I'm not sure whether my support requests are being answered by a bot, but every contact feels like starting over from zero. I can't use Dropbox (I don't want to make changes to it while something's broken), I don't have access to key files for my business, and the system throws a bug when I try to Rewind.

Has anyone here had luck getting a response from real humans for a major Dropbox bust-up? There doesn't seem to be any way I can raise a red flag high enough to get someone's attention. 😞

[Megan · Accepted solution]

Hey @dawnmccarrabass, let's jump right into this! 

You mentioned that some files went missing after an incident that you had. Would you be able to let me know more about this? 

Did you receive any emails from Dropbox, informing you about a large deletion, in order to follow the steps there, and restore your content? 

Sometimes, after a large deletion, we send emails like these. 

Also, what about your events page? The Events page at www.dropbox.com/events gives you an overview of all activity in your account including files events (adds/edits/deletes), as well as adding or removing shared folders. 

Let me know more, and we'll take it from there!