My content has been missing after downgrading, and lost 70% of my documents.

Ade86

Hi all I have an issues, before i uses trail business package, and it been downgraded my account and almost 70% of my document all gone. I been talking to customers also no action. Can anybody help me give some advice.

Mark

When you downgrade data is not removed or deleted as long as you downgrade and do not close account. Have you checked what www.dropbox.com/events shows? Note you may have issues if your account now is not large enough to hold the data

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Ade86

Tq,
Mark, ya everything lost..now I subscribe business plan back,
www.dropbox.com/events about this I already check nothing solve my issues

Mark

Resubscribing wont help - as that just gives more capacity to the account.

What is Events showing?

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Ade86

Event just showed downgrade and some file are deleted and I don't remember I had deleted any. Did you know how do solved this. Customer service also not give me any answer

Mark

If they are deleted how long ago did it say deleted?

The only way to restore it is via that events tab and following this. BUT the deletion must have been less than 30 days ago. The account plan you are on is what counts towards the deletion window. Upgrading will not change that. If it was over 30 days ago they are not recoverable - even by Dropbox staff.

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Megan

Hi there, @Ade86, sorry to hear about that!

Would you mind sending over your ticket number reference, in order to locate it on our system?

I'll be waiting for your response!

Megan
Community Moderator @ Dropbox
dropbox.com/support

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Ade86

Here my ticket https://www.dropbox.com/support/ticket/23659825, please already a week no solution

Megan

Thanks for that @Ade86!

It seems the issue you mentioned has to do with your Vault files specifically, is that correct?

In any case, it seems that your ticket has been escalated to our Specialized agents. We've increased the priority of the ticket to High and they'll be with you as soon as possible.

Thank you for your patience, while they investigate this and try to find the right course of action to proceed.

Megan
Community Moderator @ Dropbox
dropbox.com/support

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Ade86

I hope this issues can be solved immediately. I'm waiting from your team

My content has been missing after downgrading, and lost 70% of my documents.

My content has been missing after downgrading, and lost 70% of my documents.

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