Due to the way Zendesk works, this email will mark your ticket as solved. When you create the ticket, you may initially get an email with a canned response saying that there are a high volume of tickets and it may take a while to receive a reply. This not only extends your wait time for a response when you're pushed back, but also creates extra tickets and backlog, which makes it harder and more time consuming for Dropbox to reply to everyone. This means that every time you create a new ticket, you will be pushed to the back of the queue. Keep in mind that tickets are serviced on a first come, first serve basis, and that your position in the queue is based on you as a user, not the individual ticket.
You can either reply to your tickets' responses through the emails that are sent to you, or through the Zendesk dashboard directly. Once you submit the ticket, you can track it via Zendesk here. Basic or Pro users, however, will typically have to wait 2-3 business days for a reply, with priority given to Pro users. where appropriate.īusiness users can expect a reply usually within 12 hours. If applicable, please specify details such as desktop client version, operating system version, etc. For a rollback, followįile Recovery > Undo a large number of changes to files and folders > Revert my Dropbox back to a date and timeįill out the form for whatever issue you selected, and submit. Pick your account type, and then your issue. Start off by submitting a ticket via the support page here. This means that while there's no guarantee of recovery, it may be possible for a Dropbox employee to help you if it's within a day or two of that window. After this, the data will be purged from the servers, however, it doesn't always happen right away. However, the limit imposed on users is an artificial cap of sorts. If you are just outside of this window, there is no guarantee of recovery. For help with restoring previous versions of existing files, see this Help Center article. This means that deadline is either a year in the past, or 30 days before the day you bought the extended version history, whichever is more recent of the two.įor help recovering deleted files, see this Help Center article. If you have a paid account with extended version history, that window extends to a year, though it is not retroactive. Someone modifies or deletes a file, you can restore deleted files or previous versions if the change has happened within the last 30 days. If you have a free account, or paid account without extended version history, you have a 30 day window for file recovery. If there's activity you didn't cause, such as a mass change or delete of a lot of files, you have a couple options. I don't know what's been done to your account regarding file manipulation.
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