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Carlie_CommonState's avatar
Carlie_CommonState
Explorer | Level 4
5 months ago

My computer backup files went missing after our Business team account was closed

As per support ticket #23762350 (opened 19 May, no answer for 3 weeks), my MacBook Pro desktop, documents and downloads folders were wiped and made inaccessible when my employer moved to close our bu...
Computer Backup
dropbox business
Offboarding
Restore
  • Nancy's avatar
    Nancy
    4 months ago

    I’m really happy to hear this, Carlie_CommonState, and that we were even a bit of help in this situation!

     

    For anything else, don’t hesitate to give us a nudge.

Nancy's avatar
Nancy
Icon for Dropbox Staff rankDropbox Staff
5 months ago

I’m sorry to hear this happened, Carlie_CommonState. 

 

Have you already checked your Deleted files and Events pages? Is there any trace of your missing files there? 

 

Other than that, I found your ticket in our system and I can see that our specialized team is indeed working on your request. I totally understand your frustration, especially if this is taking some time, but since they have account visibility that we don’t on the forum, I’d definitely suggest continuing with them. 

 

I’ve gone ahead and left them an internal note with our convo here, so that they can see it and get back to you as soon as possible. You can also give them another nudge, if you wish. 

 

For anything else, I’ll be right here.

  • Carlie_CommonState's avatar
    Carlie_CommonState
    Explorer | Level 4
    5 months ago

    Thanks for following up Nancy! Since I've been signed out of the business profile I can't log in to view any file logs (I post here from my personal profile). My internal IT manager has been stuck in limbo waiting for the Support Desk to reply and I'm naturally concerned about files being deleted for good.

    • Nancy's avatar
      Nancy
      Icon for Dropbox Staff rankDropbox Staff
      5 months ago

      Out of curiosity, what do you see exactly if you try to log in to your Dropbox account again? Can you send me a screenshot perhaps, while hiding your email address?

      • Carlie_CommonState's avatar
        Carlie_CommonState
        Explorer | Level 4
        5 months ago

        Depending on whether I try signing out/in or adding a team account or signing in via Google, I get 'invalid email or password' or 'we couldn't find a Dropbox account matching that email'. I assume because mine was a sub-profile of my company's account. The app now defaults to signing me into my personal account.

        Thanks for your advice,

        C

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