My entire Dropbox Business account is gone.

[davehall38]

I'm freaking out.

I do video and photography work and have Dropbox Business to deliver final products to clients.

I logged in today to uplaod some files, and it took me to a "welcome to Dropbox" page. All of my files are gone and it acts like I have been paying for Dropbox Business. (I have been paying monthly, and the last payment came out fine on June 6, 23).

I was told by the chatbot I cant talk to a human about this because that only for paid subscribers. (good grief).

Anyone from Dropbox on here???     I just need to know how to get my files back. After this experience, I'm going to have to look elsewhere for online storage and collaboration.

[Megan]

Hey @davehall38, let's jump right into this! 

It sounds like you might have accidentally created a new account, while trying to log-in. Could that be the case?

Do you have any other email addresses linked to Dropbox? You also mentioned that you have a Business plan. Can you check what the account's plan page reports? 

Let me know of any updates!

[davehall38]

I have a bookmark for my login that I have successfully logged into Dropbox for months. I find it highly unlikely that I would have created a whole new account with the click of one button. If so, that might be a design flaw.

The plan page is blank. It just says that I have a Dropbox Basic account with 2gb of space. Under billing, it says there is no billing information. (Even though Dropbox charged me for my Business package on June 6th).

I have only one email with Dropbox.  

[Hannah]

Sorry to jump in here, @davehall38.

What Megan suggested might indeed be true, but let's see if we can figure this out.

If you search your email addresses, are you able to find Dropbox related emails only on the address you just used to sign in?

[davehall38]

When I search my email for Dropbox, I find links I previously sent to clients to deliver files. When I click on them, I get an "error" page that says "that didnt work for some reason". Everything is gone.

To include all of my billing info. I can't even go in and cancel my business membership (which as stated before just was charged a few weeks ago.) Going back through my emails, I got one on May 23rd that says "welcome to Dropbox Business" and an email saying there was a login from a new window. Maybe I got hacked?

How do I fix this, or at least not get charged anymore. I'm not worried about recovering my data at this point. It was all backed up somewhere else. I just don't want to get charged anymore and I have no way to cancel in my account now.

[davehall38]

*update*

So previously, Dropbox charged me $19.99/month on the 15th of every month. On June 7, 23, I got a deposit from Dropbox for $6.45, and was not charged on June 15th, so somehow my account was cancelled and I got a prorated refund or something.

I know for sure I didn't cancel my Dropbox. 

No idea how any of that happened. All of my content is business files (nothing even close to illegal or porn or anything. lol)

So as long as I don't get charged anymore, I've learned that Drobox isn't a stable place platform to use for business purposes. 

[Nancy]

@davehall38, from what you mention, it sounds like you were previously on a monthly Professional plan and after that, you changed your subscription type (hence the pro-rated refund). 

Can you please check your bank statement and see if there's a 12-digit transaction ID linked to your Dropbox charges? If there is, please go here and insert it in the field.

Do you see the email address that's linked to those charges? Is it the same as the one showing here?