I was browsing the photos within a main folder on my phone, and all of a sudden, all the photos, together with other sub-folders within this main folder just disappeared, I didn't delete them or touch anything.
Nothing is in the "delete files" (where you can recover)
Nothing is recorded in the "folder history"
The folder is private to myself, not shared with anyone
I went to my iPad and opened the main folder from there, the missing files quickly flashed and disappeared over there as well.
They are really important to me, but I can't get to Dropbox support either, just a bot that won't answer my question.
Hi @Jay , thanks for getting in touch, but none of the situation you described is my case:
Please see the screen shot above, the incident happened about 24 hrs ago, but nothing is recorded there.
I know I'm not a paid customer, but I think the occurrence of this incident is very serious as the files just disappeared for no reason, not in deleted folder, and not recorded in my action history.
For these reasons, could you please get someone to actually look into my account of what happened and investigate.
I need to find those files as they are very private and important to me, and those ones actually are my backup, my computer is broken.
If the service is only available to paid customer, please let me know and I'm happy to upgrade to solve this issue.
Hi @Jay , the answer is No.
My account only allows me to log on by three devices:
I also had website access from company's computer, but I wasn't using it when the files disappeared.
I'm very sure no one knows my login details, and even if that happened, I didn't get any notification from Dropbox about someone else logged into my account from another device.
Hi @Jay , please see below
Nothing is wrong, I just don't think my account is compromised.
I use the company's laptop, so sometimes when I connect to VPN, it may show as a new IP.
The question I have to you is, if I upgrade, will there be an engineering team that can investigate and help me to find the files back?
If they can, I'm happy to do it and work with them closely.
I tried to delete another folder that I didn't need a few days ago, and it appeared in the deleted folder.
So for something to be deleted permanently, my understanding is I need to go to the deleted folder to delete them again, which is an extra step that I have never done before.
And I have never been notified that anyone else logged onto my account.
I feel like the files are still with Dropbox, it is just for some technical reason not showing up in my folder.
One more question, if the files are larger (I doubt it) than my storage limit, will Dropbox delete them without letting me know?
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