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Forum Discussion
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
Dropbox 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.
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. BeforeI 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?
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?
