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bobbygoode's avatar
bobbygoode
Explorer | Level 3
7 months ago

Where are my files?

My computer apparently crashed overnight. Among other issues, I cannot find my local dropbox desktop app (and the files contained therein), but online at the dropbox website (HERE) I can find no file...
Restore
  • Rich's avatar
    Rich
    7 months ago
    bobbygoode wrote:

    So apparently my account is not keyed to my email address.

    That's not possible. An account must have an email address associated with it. Perhaps you have more than one email that you've used in the past.

     

    I do use Paypal, drawn on my bank account. But it specifically says if one uses paypal, they have contact support.

    Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see options for sign in and billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

     

Rich's avatar
Rich
Icon for Super User II rankSuper User II
bobbygoode wrote:

I am also treated like I'm a newcomer, asked to "upgrade" my account from basic of 2000 gb. Well I've already done that. I pay $11.99/month.

If Dropbox is saying you're on the Basic plan but you're already paying for a subscription, then you're paying for a different account than the one you're signed in to. Use the credit card charge lookup tool to identify the account that you're paying for, then sign in to that account.

bobbygoode's avatar
bobbygoode
Explorer | Level 3
7 months ago

OK now I'm in dropbox twilight zone. They ask for a "payment ID" if paying via Paypal. I DID DO THAT. Then the bot sent me to some billing site. But that a) doesn't recognize my billing ID and b) it indicates my last payment was in 2015. When it was July of 2024.

 

  • bobbygoode's avatar
    bobbygoode
    Explorer | Level 3
    7 months ago

    Then it says contact support for assistance. So it's a circular game here.

    • Walter's avatar
      Walter
      Icon for Dropbox Staff rankDropbox Staff
      7 months ago

      Hey bobbygoode - sorry to hear you're having issues with this.

       

      Would it be OK if we reached out via email to have a further look internally at this point?

       

      Let us know and we'll use the email address that's linked to your profile here, on our Community. 

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