Missing old photos after upgrading account for more space. Where are my files?

[Khwang112]

I started using Dropbox since 2013 and had all of the important photos uploaded. When I reached my storage limit, I subcribed and continued using Dropbox. Then I realized the photos from 2013-2016 are all gone. Where are they? I for sure never deleted any. I'm assuming Dropbox deleted them? Where can I find these photos?

[Daphne]

Hey there @Khwang112, I'm sorry to hear about that!

Are these missing photos the only files that you had in your account, or do you still see other previous files there?

If you're missing all but your recent files, is it possible you upgraded a different account by mistake?

Also, if you check in your Events page here, do you see any events related to the missing files?

Let me know and we can go from there!

[Khwang112]

Hi Daphne!

And yes, the missing photos were the only ones in the file. And i cannot have upgraded different account. This is the only account I've ever had. I tried going through the event page but then I’d have to scroll down for a long long time to reach the date i want.

[ceksu soullu]

it happens to me too.. all my file is missing.. and  i cannot get it back.. when i click the event page.. no activities there..

[Jay]

Hi @Khwang112, do you see any of the missing files on the deleted files page, if they were deleted within the last 30 days, in order to see if you can recover them?

[Khwang112]

@Jay,

The thing is, i never deleted those files. So no, they are not in the deleted folder.. its just all my precious memories gone thanks to unreliable Dropbox.

[Lusil]

Hey @Khwang112 and @ceksu soullu, could it be that they were stored in a different account?

Since each Dropbox account is associated with one email address, check which one you're currently signed in with. 

You can see that from the General tab in your online settings.

[Khwang112]

@Lusil

As mentioned before, I’ve never made another account so that’s cant be the case for me.. just few months ago, i was able to access them. It just disappeared. Its very upsetting

[Daphne]

Since you mentioned that you upgraded your account @Khwang112, can you let me know what plan your account is currently under?

You can double check this from here.

At this point I might suggest reaching out to our Support team, with the options available to you depending on your plan are here.

[Khwang112]

@Daphne

Currently, my plan is under the free trial plan. I discontinued the upgraded plan after finding out lot of the pictures has disappeared. I cannot trust Dropbox anymore. Unless you guys can magically find those pictures.