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vevaw's avatar
vevaw
Explorer | Level 4
9 months ago

Desperately need help recovering files

Hello,

I did something incredibly stupid the other day and thought I had fixed it but now realise with horror that it wasn't fixed after all....

I dragged a folder off my desktop straight out of Dropbox into another cloud storage folder. Soon after I deleted the other cloud storage software off my computer as it wasn't working well and forgot about the folder I had dragged in.

After much panic I went into my online version of Dropbox and saw that the folder was still there - so relieved - downloaded it as a ZIP and put it back on my desktop.  All the subfolders were there and I didn't think to check.  Now I see today that all the folders are completely empty.

Please help as I have lost artwork and unique files going back many years.

There's no sign of it in Deleted Items.  I don't know whether or not to upgrade to a higher version of Dropbox (am on Basic) in order to get phone support or whether even this act would somehow make the folders even more unrecoverable.

Any advice greatly received.

 

Restore
  • Hannah's avatar
    Hannah
    9 months ago

    Hey vevaw, I've gone ahead and removed your screenshot and the folder name in one of your replies.

     

    If I missed something or if you need anything else, let us know!

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    9 months ago
    vevaw wrote:

    There's no sign of it in Deleted Items.

    Is there anything listed on your Events page?

     

    I don't know whether or not to upgrade to a higher version of Dropbox (am on Basic) in order to get phone support ...

    In order to get phone support you would need to upgrade to a Business team plan which has a minimum of three users. Any paid plan would get you access to live chat and email support via the ticket system.

     

    Note that upgrading won't have any effect on your ability to restore files (i.e. if you can't recover them with Basic, you wouldn't be able to recover them even if you upgraded).

    • vevaw's avatar
      vevaw
      Explorer | Level 4
      9 months ago

      Hi Rich, thanks for replying.

      OK I might upgrade to see if I can get phone support.

      In Events it says that I deleted the folder on 10th Jan (even though I didn't physically send it to Delete) and this was the day after I moved the folder into the other cloud so a sort of delayed Delete.  

      • Jay's avatar
        Jay
        Icon for Dropbox Staff rankDropbox Staff
        9 months ago

        Hi vevaw, if the folder appears in events, do it show any other files in that event? 

         

        Since this is now over 30 days ago, it wouldn't be possible to recover files from beyond that time, unfortunately. Upgrading to any other plan wouldn't help in this regard either, as it isn't retroactive.

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