My computer backup files went missing after our Business team account was closed

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.

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?

Depending on whether I try signing out/in or adding a team account or signing in via Google, I get 'invalid email or password' or 'we couldn't find a Dropbox account matching that email'. I assume because mine was a sub-profile of my company's account. The app now defaults to signing me into my personal account.

Thanks for your advice,

C

Thanks for the info! I’ve attached all of the details you’ve shared with me here in your convo with our support, so they should also be able to access them. 

If you have anything else that may be relevant to the case, feel free to mention it in your ticket as it may help our team investigate further, as well.

Thanks Nancy, appreciate the swift response.

No problem at all!

Hi Nancy, any tips on getting an answer from Support Desk? I followed up my previous email, following on from your internal prompt, but still no response since 28 May (when 'engineering were investigating the issue'). Business account service can't be that slow, can it??

Thanks,

C

Hey Carlie_CommonState, thanks for the nudge here.

Unfortunately, there are no updates on the case at this time.

This doesn't have to do with your plan, but with your issue, and from what I can see, the team is still investigating, so once they have an update for you, they'll get back to you on that email chain.

Thanks for your patience in this!

Thanks Hannah. What kind of timeframe can I expect for a response? Either the super-smart engineers are completely stumped by an issue that I've seen raised on here multiple times, which seems odd... or they're so overwhelmed with work that they haven't even come to my support ticket yet. Before I give up and pay a technician to reset my laptop to factory settings I'd rather know if things like my citizenship application documents and business contracts might be recovered or not. As you can imagine, this seemingly minor issue has already cost time, money and mental stress.

Thanks for your advice,

C