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CeCeBe's avatar
CeCeBe
Explorer | Level 3
12 days ago

I have a paid account, but when I sign in all my files are missing.

I have a paid plan for many years. Get invoices. But when I log in my plan and all my files do not show. Which means I can't access my files on phone or tablet. I does work on my laptop.
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Megan's avatar
Megan
Icon for Dropbox Community Moderator rankDropbox Community Moderator
12 days ago

Hey CeCeBe, let's look into this together!

Is it possible that you have two Dropbox accounts? Maybe you used a different email address than the one you had used for your original, paid account. 

If you're not sure, you can use this page to look up your payment info, and find out the email address in order to compare it with the one you see when singing into your account.

Let me know what you find.

  • CeCeBe's avatar
    CeCeBe
    Explorer | Level 3
    5 days ago

    Hi, I have found out that indeed my account is assigned to [email removed as per Community Guidelines] however, when I want to change it to [email removed as per Community Guidelines] it says it already exists. I tried to delete my gmail account but I couldn't find put how. So I can't solve this myself, can you help me or who can?

     

    Carola

    • Megan's avatar
      Megan
      Icon for Dropbox Community Moderator rankDropbox Community Moderator
      5 days ago

      Hey CeCeBe​! 

      If I understand this correctly, it sounds like you have access to the Dropbox account linked to your Gmail email address, is that so? 

      Provided that's the case, can you try to delete the account using this link? 

      Once that's done, you should be able to access your paid account, and update the email address to your desired one.

      If you have any questions, don't hesitate to let me know!

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