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Account Deactivated - I can access the account but the folders are empty (Sentimental photos)

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Account Deactivated - I can access the account but the folders are empty (Sentimental photos)

Explorer | Level 3

Hello,

 

My emails for dropbox were going to an older email address I now rarely access due to receiving so much spam there. I have now realised emails were sent there informing me my account would be deactivated late last year as I hadn't logged in for 12 months.

 

I logged in to Dropbox to retrieve some photos of my son from when he was younger, and my folder names and file names are all there but the folders and files are 'empty'.

 

Please help as these are really important photos that I had asssumed were safe in dropbox. I would be heatbroken if these were lost forever.

 

Thank you.

3 Replies 3
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Re: Account Deactivated - I can access the account but the folders are empty (Sentimental photos)

Dropboxer

Hi @Tahmahrah, let's get right to it and see what we can find!

 

Since you see the folders there, check your events page and deleted files tab for any additional information about what could have happened to the photos. 

 

Also, are these folders shared by any chance?

 

You can tell since it'll look like a regular folder but will have what looks like two people in the middle.

 

Let me know and we'll take it from there. Thanks!


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


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Re: Account Deactivated - I can access the account but the folders are empty (Sentimental photos)

Explorer | Level 3

Hi Lusil,

 

Thank you for getting back to me.

 

I can confirm they are not shared folders. I have also checked both the Events and Deleted pages and there is nothing in there relevant to the folder or files.

 

I have attached an example of a .JPG file I am trying to open that is 'Empty'. 

 

Thank you.

 

Screen Shot 2020-11-21 at 7.22.08 pm.png

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Re: Account Deactivated - I can access the account but the folders are empty (Sentimental photos)

Dropboxer

I see, in this case, I'd recommend contacting our team from this link, using an incognito window, without being signed in to your account. 

 

Once you submit a ticket, just let us know the ID (eg. #1234567) so that we can pass the comments along for you.


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


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