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Rolling back account

Explorer | Level 3

We recently were hit by a ransomware virus and all our files (1.200 +) were encrypted on a shared drive of very high value to us.

 

I reported and asked for a roll back more than 5 days ago but still no solution - I only got one reply four days ago and have not heard anythbing more after that. Anyone have expierience in how long this normally takes?

 

Ticket #5612368

7 Replies
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Re: Rolling back account

Dropboxer
Hi Thomas,

Thank you for providing the information about your ticket. One of our specialists is reaching out to you. Thank you for your patience during this process.

Thanks,
Vicky

Did you find my post helpful? If it answers your question, please mark 'Accept as Solution" below so other users can find it quickly! slightly smiling face


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Re: Rolling back account

New member | Level 2

Hi,

 

Around middle of February I asked for a Rollback of the account  back to January 9, 2017.

 

I had not response and as I was not getting any joy, I upgraded the account and sorted it out myself.

 

Then on 9 March 2017, my account was rolled back to 9 January 2017. This was a disaster as I lost 2 months worth of documents and work.

This roll back came as a surprise as nobody warned me that it is going to happen.

 

I requested roll back on the same day to 9 March 2017, on customer care, and as previously experienced - I heard nothing from nobody.

Then on 11 March 2017 I asked for assistance again via online help - and no response.

 

Can somebody PLEASE help me and roll back the account to 9 March 2017, 9am (GMT+2).

OR

Can somebody PLEASE respond and let me know if this is possible and if so - when it might happen.

 

This is very urgent and my business is suffering without documents that were deleted in the roll back.

Regards,
Slaven

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Re: Rolling back account

New member | Level 2
I'm in precisely the same situation. 5 days with no access to any of my thousands of files. I use Dropbox precisely to protect against this kind of scenario. Been a user for a decade and this is the first time I have needed help. I would have expected better response.
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Re: Rolling back account

Super User II
ghskyguy - check that you've not accidentally had a missed response at http://dropbox.zendesk.com

Also please remember response times are advertised at about 3 WORKING days for paying users, its always been said to be longer if you dont pay. So three working days would be for a ticket submitted on Friday.

 


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Re: Rolling back account

New member | Level 2

THE RESPONSE TIME I EXPERIENCED IS 3 WEEKS AND NOT 3 WORKING DAYS!

 

I AM PAYING CUSTOMER and dropbox "support" has been non-existent and appalling!

 

This is probably the worst online support I have ever had!

 

In the meantime, I have sorted my dropbox account - which is till a mess but I am now using it as it - and wish to cancel my request to reinstate the account.

 

Can somebody confirm that my request is cancelled on your side too?

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Re: Rolling back account

New member | Level 2

I was hit with the following email and it corrupted 98% of my entire Dropbox account.   Just tried restoring to the date this arrived, but now they are all GONE...  Anyone else get this:

 

 

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Re: Rolling back account

New member | Level 2

Was that for a business account? If so this is not a solution for a business unless you do your own backup, I'm considering switching to Onedrive, as it is cheaper, I bought dropbox because of their ability to rollback, but when I had a user delete the whole share drive I found myself unable to restore, and since the backup solution here takes three week this is hopeless, #5698911. I guess this cloud stuff is dangerous for a business when rollback takes three weeks and no update. Is a business supposed to sit ideal for three weeks and wait?

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