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Lost My Plus Account Status and All Files

Lost My Plus Account Status and All Files

pmca
Explorer | Level 3

Have had a Plus Account for 7 years and it is Paid up until April 2024. All of a sudden, all of my files seem to be gone when accessing the account with my browser and the account shows as a basic account without any access to my payment status.  Accessing from PC's and Android Apps shows all the files - 

I can't find an email address or tel number to discuss with Dropbox support staff. Any ideas?

 

  Several people in my organization have full access to the account.  Thanks - Bruce

24 Replies 24

hwdIII
Explorer | Level 3

Hello Megan,

 

I should have access to the email linked originally to my Plus account - [email removed as per Community Guidelines] However, my provider - Northeastern University - may have deleted that email domain in favor of [email removed as per Community Guidelines] Beyond my control, clearly.

My Plus account credentials only bring up the Basic account. No specific error messages.

 

@hwdIII

Megan
Dropbox Staff

Hi @hwdIII, so just to clarify: when you use our self-serve look-up tool, do you see the email address of the account you're currently signed into, which is a Basic one? 

 

If this is indeed the case, can I then send you an email, in order for us to have a look into this? 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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hwdIII
Explorer | Level 3

Hello Megan,

 

When I click on the Dropbox logo on my taskbar, it brings up a folder for me under PC>Local Disk>Users. Shouldn't my installed PC app bring up Dropbox?

 

I don't know what your self-serve look-up tool is. Sorry.

 

hwdIII

Megan
Dropbox Staff

Hi @hwdIII, if you click on this icon, that would open your files locally on the device.

 

However, upon clicking this icon on your task bar, you should be able to see our assistant tray, which is essentially the app's menu. 

 

As for our self-serve look-up tool, it's this one. You can use it, to locate the charge of the Plus plan, and double check if the email behind the charge is the same email address linked to your Basic Dropbox account. 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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hwdIII
Explorer | Level 3

Unfortunately, the Dropbox icon you sent is not clickable.

 

Megan, I will continue this tomorrow, as I am tired.

 

hwdIII

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