MY ENTIRE ACCOUNT HAS DISAPPEARED!!!

[Janexyz]

I’ve been trying to contact DB for MONTHS now - with no response at all. 

ALL OF MY CONTENT HAS DISAPPEARED!!!! My entire years and years of collecting content . . . . 

I have 2 DB accounts: a DB Plus account (my personal one) and I am part of a business account: Fleischer Studios (FSI). 

At one point about a year or so ago, I was invited to join the FSI team, which I accepted. After that, I could access both accounts with the same log-in. Now I can’t access either account. However, when I click on a DB link that I sent someone last August, the content shows up, under the FSI account. So I know the content still exists somewhere.

PLEASE RESPOND TO THIS EMAIL!! I need someone to help me.

Thank you,

[Janexyz]

Unlikely, but not impossible. I'm pretty good with this stuff. 

Is there any chance for recovering the missing folders?

[Jay]

Hi @Janexyz, if the deleted files aren't visible on the deleted files page, then it wouldn't be possible to recover the files, even on our end, unfortunately.

When you say it's a business account, what plan are you on when you visit this page? Could you also do this for the other account you own?

[Janexyz]

Hi - 

Thanks for responding.

There's nothing in the trash for either of the 2 accounts that used to exist. 

Looks like I've lost everything. So much for DropBox being reliable.

Thanks,

Jane

[midniterose1977]

I just tried to log in and my dropbox is completely empty. This is a paid account that I have had for years. I need customer service NOW. Not the useless bot but an actual person. 

[Hannah]

Hey @midniterose1977, sorry to hear about this.

If you go to the plan tab of your account settings, does it show that you're on a paid or a free Basic account?

If it shows that you're on a Basic account, you're probably signed into a different account, not your main one.

You can use our payment lookup tool, to find out the email of your paid account.