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Forum Discussion
Logged into my account and all my files are missing
I've had a drop box subscription for a few years and at renewal, December 1st, 2022, I upgraded to DropBox Plus. Last week I had a blue-screen issue on my Desktop and took it to a repairman. He saved, documents, then (I suppose) cleared the hard drive, and then he reloaded Windows Home 10. When I got my computer back, I noticed I was missing programs - Reaper and Bluebeam. I was annoyed but not too concerned because I had purchase receipts and licenses stored in Dropbox. Then I noticed that Drop Box desktop short-cut was missing. I tried to log-in to DropBox but couldn't remember my password, so the DropBox Chat agent or bot sent me a password reset link. I used that to open DropBox, but all my files are missing. I paid a full year subscription in advance expecting secure cloud storage, but all my stored documents are gone ... very important documents for which there are no or very limited hard copies. Does anyone know how I can recover my old account? Because it looks like my password reset started a new account.
- I created a Dropbox many years ago to store photos off my phone. I had years and years worth of photos. I just logged in to try and find one for my Goddaghter’s upcoming birthday and there are no/none/zero photos. Where did they all go? Did Dropbox delete them when they created the paid tiers? I am so sad and frustrated. Of coarse I cannot speak to a person without a paid premium account.
- Hannah
Dropbox Staff
Hi there, CDH10, and sorry to hear that your files are missing.
How long ago was the last time that you logged in to your account and accessed your files?
Is it possible that instead of logging in, you were actually prompted to create a new account with your email address?
Also, please let me know what you see in your events page.
Thanks.
The folders with a down arrow dont open up my folders. Help please?
Hi Hannah, I think I have solved it - I had logged in to a secondary account I had. Found my files now! Thanks #Lin
- Hannah
Hey Lazman1140, sorry to hear that your files are missing.
To create a new account with the same address you had used for your original one, the original account would have to be deleted.
Is it possible that you used a different email address than the one you had used for your original, paid account?
If you're not sure, you can use this page, to look up your payment info and find out the email address, to compare it with the one you used.
Let me know what you find.
