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Re: WHERE ARE MY FILES?

Where are my files?

bobbygoode
Explorer | Level 3
Go to solution

My computer apparently crashed overnight. Among other issues, I cannot find my local dropbox desktop app (and the files contained therein), but online at the dropbox website (HERE) I can find no files at all, except a few that have been "shared". I am also treated like I'm a newcomer, asked to "upgrade" my account from basic of 2000 gb. Well I've already done that. I pay $11.99/month. Why would my computer crashed affect any files on the dropbox website? I'm a professional, so this is rather drastic.

Robert Illes

1 Accepted Solution

Accepted Solutions

Rich
Super User II
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@bobbygoode wrote:

So apparently my account is not keyed to my email address.


That's not possible. An account must have an email address associated with it. Perhaps you have more than one email that you've used in the past.

 


I do use Paypal, drawn on my bank account. But it specifically says if one uses paypal, they have contact support.

Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see options for sign in and billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

 

View solution in original post

11 Replies 11

bobbygoode
Explorer | Level 3
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I am NOT a new member to dropbox storage, maybe I am to the dropbox help page.

Robert ("bobbygoode").

Rich
Super User II
Go to solution

@bobbygoode wrote:

I am also treated like I'm a newcomer, asked to "upgrade" my account from basic of 2000 gb. Well I've already done that. I pay $11.99/month.


If Dropbox is saying you're on the Basic plan but you're already paying for a subscription, then you're paying for a different account than the one you're signed in to. Use the credit card charge lookup tool to identify the account that you're paying for, then sign in to that account.

bobbygoode
Explorer | Level 3
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Hi Rich thank you for the reply.  I wondered if that was the case (wrong log in). I so seldom have logged into Dropbox I don't remember the passoword. I think I changed it and now I'm treated like a rookie. So apparently my account is not keyed to my email address. I do use Paypal, drawn on my bank account. But it specifically says if one uses paypal, they have contact support. That seems to be strictly an AI bot which is maddening but I'll try it. Thanks, Robert

Rich
Super User II
Go to solution

@bobbygoode wrote:

So apparently my account is not keyed to my email address.


That's not possible. An account must have an email address associated with it. Perhaps you have more than one email that you've used in the past.

 


I do use Paypal, drawn on my bank account. But it specifically says if one uses paypal, they have contact support.

Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see options for sign in and billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

 

bobbygoode
Explorer | Level 3
Go to solution

OK now I'm in dropbox twilight zone. They ask for a "payment ID" if paying via Paypal. I DID DO THAT. Then the bot sent me to some billing site. But that a) doesn't recognize my billing ID and b) it indicates my last payment was in 2015. When it was July of 2024.

 

bobbygoode
Explorer | Level 3
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Then it says contact support for assistance. So it's a circular game here.

Walter
Dropbox Staff
Go to solution

Hey @bobbygoode - sorry to hear you're having issues with this.

 

Would it be OK if we reached out via email to have a further look internally at this point?

 

Let us know and we'll use the email address that's linked to your profile here, on our Community. 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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bobbygoode
Explorer | Level 3
Go to solution

Yes please do! [removed per the Community's Guidelines]

Walter
Dropbox Staff
Go to solution

Sure thing @bobbygoode - you've got :envelope: 


Walter
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
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