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TelecomBirddog's avatar
TelecomBirddog
New member | Level 2
9 months ago

Missing files after removing Capture from my Dropbox account

In January I allowed Dropbox to add Capture to my basic account. 

After 22 days I cancelled Capture. 

 

Now I can't find any of the folders or files I had in the Dropbox account.
They aren't in deleted files or moved files, yet I'm still being charged.

What has happened?

  • Nancy's avatar
    Nancy
    Icon for Dropbox Staff rankDropbox Staff

    Thanks for posting on our forum, TelecomBirddog

     

    Did you upgrade your Dropbox account to one of the plans showing here perhaps? When checking your bank statement, are you seeing direct Dropbox charges, or in-app transactions from iTunes/Google Play?

     

    I’d also like a screenshot of what you see on this page.

     

    Did you check your Events page, and there’s nothing there? 

     

    Let me know what you find.

    • TelecomBirddog's avatar
      TelecomBirddog
      New member | Level 2

      Thanks for your response, Nancy.

      To answer your questions:

      No, I did not upgrade although I'm billed and pay $11.99/monthly.
      My account says it's Basic, however I see its the same pricing as PRO.

      Do I need to upgrade to PRO? If so, would I get my files back?

       

      What I did in January was allow a prompt from a webinar I attended
      or site I visited to add Capture to my account on a trial basis. Before

      I would have had to pay for Capture, I cancelled it.

       

      My credit card statement references "Dropbox*(+12 digits)".
      The screenshot your requested 
      suggests that my basic account should be free, that I might redeem
      a license key, and that no space (of 2GB) is being used.

       

      My events page says on 1/17/2024 my account was upgraded to

      2 TB, Dropbox Capture was added, and a Capture folder was added.

      On 2/8/2024, the account was downgraded (back) to 2GB presumably
      when I cancelled Capture.

        

      It appears that Dropbox has changed but I did not change my
      account. How would I have been notified about this?
      I've gotten no emails from Dropbox since 10/18/2023.

      I don't look at my Dropbox very often but notice that
      my website hasn't been backing up files for several
      months. They should backup regularly to my Dropbox.

       

      Do I need to redeem my license key and/or upgrade to PRO?
      If so, will I get my files back?

       

      Am I due a refund for the time Dropbox charged me without

      keeping my files available? 

       

       

      • TelecomBirddog's avatar
        TelecomBirddog
        New member | Level 2

        I see other emails at another email address of mine but
        none after a website backup of mine 10/7/2023.

         

        Apparently adding Capture forced me into Dropbox Pro

        until I cancelled 2/9/2024.

         

        What to do now?

         

         

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