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Forum Discussion
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 business account. None of my colleagues (some on the same iOS and seemingly with the same sync settings) encountered this issue. I understand our files are supposed to be stored for 90 days as a failsafe but since I cannot log back into my defunct work profile to alter or reset any strange sync settings I am stuck as to how to recover these files or at the very least recover functionality of my essential folders. Since a quick search of the forum suggests this is a common bug I'm baffled that the Support Desk deem fit to leave this issue on 'being investigated' status for going on two months. ANY advice from the community or a Dropbox engineer would be hugely appreciated since I have not only lost several years worth of important professional and personal files but also cannot use my computer as normal.
Thanks,
C
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
Dropbox Staff
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.
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
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?
