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Forum Discussion
My Dropbox account was closed due to inactivity; how can I restore my files?
My account was wiped for inactivity without an email notification being sent to me. My last log in was in October 17, 2024. How can I recover my files? Please help me.
Rich
Super User II
Super User IIMy account was wiped for inactivity without an email notification being sent to me. My last log in was in October 17, 2024.
If you last signed in on October 17, 2024, then your account wasn't wiped due to inactivity. What does your Events page show?
It says "You added the app Dropbox" and then the date and time "22/11/2024 4:30pm".
I tried to log in 3 days ago through mobile app but I was directed to sign up. I tried resetting my password instead. After successfully resetting my password, it turned out to be a new account with welcome message and product tour. All my information details, profile photo are gone and plans was back into 2gb storage and all my stored files was gone. Empty account! I didn't receive any email notification from Dropbox prior this incident.
Since then, I’ve been looking for ways to resolve this problem, but until now, no one has been able to explain how my account and files disappeared. All my files since 2008 were stored in my Dropbox, and now they’re gone. This is incredibly devastating. If you could help me find a way to contact Dropbox so I can hear their explanation, it would be a great help.
- Rich
I didn't receive any email notification from Dropbox prior this incident.
I would go through your email carefully, paying attention to your spam/junk folders as well as deleted items. You might also check to see if there are any mail filters active on your account that could be moving emails from Dropbox.
I already did that, and even if I accidentally deleted the email from Dropbox, they shouldn’t have deleted my account because I frequently access my Dropbox. What other possible reasons could there be for them to delete my account?
- Rich
What other possible reasons could there be for them to delete my account?
If I had to guess, they didn't delete your account. Either you're signing in with the wrong email address and have another account out there, or your account was compromised.
The most likely scenario is that you have a second account under another email address. We see this all the time here. Go through each email account and look for messages from Dropbox. Whichever email address is receiving messages is likely the address you used for the account.
The other possibility, which has happened a few times though rare, is that your email address was compromised and was used to take over your Dropbox account. The way that usually works is someone gets into your email. They put rules in place to move/hide any emails from Dropbox so you don't see them. They then use your email to gain access to your Dropbox account. Once they get in, they change the email address on the account making it their own. Since they have mail rules in place, you don't see the messages from Dropbox about the change of email address. The next time you try to sign in results in creating a new, empty account because there's isn't a current account with your email.
If Dropbox closed your account, you would have received emails stating that. They don't just close an account without communication.
At this point you'll want to contact Support directly. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for trouble logging in. It's best to use an Incognito or Private browsing session to make sure you're not signed in.
