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Contacting Dropbox support about missing or corrupted files

Dropbox support can help you restore missing or corrupted files. However, this will require some additional information from you so that our agents can best define the problem and fix it. Please carefully follow the instructions in this article.

Defining the problem

There are several different causes of missing or corrupted files. Dropbox support will need your help to understand exactly what happened before they can resolve your issue. Before proceeding with any of the steps in this article, first learn what kind of restoration you need.

Once you have learned what kind of restoration you need, continue reading this article to discover how best to provide this information to Dropbox support.

Get an event link

The steps to get an event link are the same regardless of which kind of restoration you need. Follow these steps to get the event link(s) you need, and provide them to Dropbox support.

  1. Sign in to dropbox.com.
  2. Click Events.

    • If the event you're looking for occurred in a shared folder, click the All dropdown and select the shared folder you'd like to investigate.
  3. Find the event that includes the files you want to recover, and then click Filename and [X] more files.

    • If your event does not say Filename and [X] more files, please list the name of each affected file or folder when you communicate with Dropbox support.
  4. Copy the link from your browser's address field.
  5. Copy the link in your browser's address field

    Notes:

    • If you have multiple events, you will need to get an event link for each; however, all can be submitted in the same support request.
    • For account rollbacks: Provide an event link to the oldest event you want Dropbox support to undo. This can be limited to individual folders, or expanded to all of the unshared content in your account.
    • For rollbacks of individual shared folders: Provide an event link to each shared folder you would like to have restored.
  6. Contact Dropbox support.

I’m not finding an event link—what should I do?

If you're not finding an event that corresponds to your issue, you can contact us and our support staff will try to locate the event links for you.

Note: Please follow the contact us instructions closely. Dropbox support agents will need some specific information from you in order to complete a restoration.

Contacting Dropbox support

First, please be sure you've read the information in the Get an event link section above. You will need to know exactly what action you'd like Dropbox support to take on your behalf. You'll also need to provide all of the required information to a support agent before we can complete a restoration.

If you already have an open support request:

Reply to Dropbox support with the following information:

  1. The event link(s) you identified.

    • If you were unable to locate an event link, include as much of the following information as possible:

      • Two to three example file names (please be exact with the names you list)
      • The approximate file path, including any shared folders, where the files should be located (for example: Dropbox/Folder A/Sub Folder/Shared Folder/File.pdf)
      • The approximate date the files were affected or went missing
  2. What kind of restore you’d like.

    • Undo just the event(s) you list
    • Rollback of one or more shared folders
    • Full account rollback

    Learn more about the specific kinds of restores available to you.

  3. A statement of permission so that Dropbox support can take action on your account (please copy-and-paste this statement into your email):

    • "Yes, I understand what a restoration will do, and I give you permission to take this action in my Dropbox account."

Note:

For Dropbox Basic users, and for many Dropbox Plus users, files are permanently removed 30 days after the initial deletion. These files cannot be recovered, even by a Dropbox support agent.

Dropbox Business team members, and Dropbox Plus users who have purchased extended version history, will have a longer period of time in which files can be recovered.

If you need to open a new support request:

  1. Sign in to dropbox.com.
  2. Visit the Dropbox support page, and follow this path:

    1. Select your Dropbox account type.
    2. Click File recovery.
    3. Click Undo a large number of changes to files and folders.
    4. Click Undo a large number of changes.

  3. Explain the problem you're encountering in the support request, that you have tried to find an event link, and then list any other relevant event links.

    • If you were unable to locate an event link, include as much of the following information as possible:

      • Two to three example file names (please be exact with the names you list)
      • The approximate file path, including any shared folders, where the files should be located (for example: Dropbox/Folder A/Sub Folder/Shared Folder/File.pdf)
      • The approximate date the files were affected or went missing
  4. What kind of restore you’d like.

    • Undo just the event(s) you list
    • Rollback of one or more shared folders
    • Full account rollback

    Learn more about the specific kinds of restores available to you.

  5. A statement of permission so that Dropbox support can take action on your account (please copy-and-paste this statement into your email):

    • "Yes, I understand what a restoration will do, and I give you permission to take this action in my Dropbox account."

Note:

For Dropbox Basic users, and for many Dropbox Plus users, files are permanently removed 30 days after the initial deletion. These files cannot be recovered, even by a Dropbox support agent.

Dropbox Business team members, and Dropbox Plus users who have purchased extended version history, will have a longer period of time in which files can be recovered.