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Lost my data and my account

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Lost my data and my account

Explorer | Level 3

Hello.

 

I will try to be as calm as I can, but that might be difficult as I am beyond frustrated. This will be long, bear with me please.

 

I have been using a Dropbox account under my current email address for years now without any issue. Late last year, I deleted my email account, but NOT the Dropbox account registered under it. Even after that, I was able to sign in and use my Dropbox account without issue. That all changed when one day I logged out of Dropbox from a third-party app (Cryptomator) and then I found that I couldn't log back in. I believed it was due to an incorrect password or something, so I reopened my email account and requested a password reset. The password reset email never arrived in my inbox (the very same email address that I registered with my Dropbox account). I contacted support and was told that there was no Dropbox account registered under my email address, which makes no sense considering that for months after I deleted my email account, I was still able to log in without any problems. I decided to sign in using my Google account (not my email address and password) to see if that would work, as I used my Google account email address to make the Dropbox account in the first place, so I figured that I'd gain access to my account that way. That didn't work either, as I was told to use a verification code sent to my email address, which never arrived in my inbox.

 

The issue was forwarded to an account security specialist, who manually verified my account so I could log in. I was able to log in with my Google account, but NOT my email address and password used with Dropbox. When I logged in using my Google account, all my data was gone, as though it was a brand new account.

 

All I want to do at this point is delete my account and all the files I had stored on it. I can delete my account that I log in to through Google, but I don't know what happened to all the files I had stored on Dropbox before. This is extremely frustrating and stressful for me because I don't want my files to be sitting on Dropbox's servers without me having any access to them. I want all of my files on Dropbox's servers deleted entirely, but I don't know where they are. I don't know if Dropbox still has them, I don't know what happened to my original account, I don't know why Dropbox seems to have lost my email address. Whatever error Dropbox has had in their system that led to the loss of my email address from their system has caused me a lot of stress and I'm not happy with this at all.

 

I tried to email privacy@dropbox.com to see if I could have my account and all the files I've stored on Dropbox deleted for me, but they simply emailed me back and told me to sign in to my account and delete it myself...which isn't an option.

 

This is my final attempt to get help. I want this to be over and done with for good because I'm sick of dealing with this issue.

 

Any further information can be provided upon request. Can someone PLEASE help me deal with this?

 

I apologize for coming off as angry in any way, I've just been greatly stressed out by this.

 

UPDATE: I was able to reset my password with help from Dropbox support, but it seems like Dropbox just ate my files. They're completely gone and I don't know why. My account also used to have 3 GB of storage, now it only has 2. I'm really starting to get upset about this. I feel like Dropbox might have made a new account under the same email address when I logged in using my Google account instead of my Dropbox username and password, but that was AFTER my email address inexplicably disappeared from Dropbox's systems and I was rendered unable to access my account. Now because of some issue with Dropbox that I still don't understand, my files are lost. I don't know if they even still exist on Dropbox servers. If they do, I don't know how to recover them or delete them. I'm not impressed, and I'm not happy.

 

If this matters at all, the ID for the support ticket I have open with Dropbox support is #10951250.

2 Replies 2
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Re: Lost my data, lost my account, support has gotten me nowhere so far.

Dropboxer

Hi @multieggboy, thanks for posting on the Community.

 

I'm sorry to hear about this issue. I can see that you're already speaking to a specialist via email in the ticket.

 

As this is related to sensitive account details, we're unable to delve into this in detail over the forum. I'd recommend continuing via email with that agent to investigate this matter  further, as they would be able to provide more help.

 

Hope this helps to clarify matters.


Jay
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: Lost my data, lost my account, support has gotten me nowhere so far.

Explorer | Level 3

Hello Jay,

 

Thanks for your reply. I suppose I'll just try to be patient then, and hope for the best.

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