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Restore deleted ghost folder

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Andres ST
  • Edited

Hi; I need help to restore a deleted folder, due the folder looked like a duplicate in the dashboard, and in the used storage too, so I deleted the duplicated and empty the trash, but this eliminated both folders, and now I have nothing.

In this moment I dont have any files uploaded, but the used storage shows the size of "one" of the deleted folders.

If someone check my account, can see the used storage 

Storage Used

18.3 GB of 50.0 GB

It is like one of the folders, the one I didn't delete remains, but I can't see it.

Please your help! thanks!

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  • France

    Hi Andres, 

    Welcome to the Box Community, I'm happy to help!

    The issue you encounter with your storage seems related to what is described in this article: 

    I've ran the script that will recount all of the files and how much storage is being used in your account, so you should now see the correct storage size available in your Box.

    If you need to restore a folder that you deleted in Box, please go to your Box Trash to search and restore this folder. You can use the filters within Box Trash to make the search easier for you. To learn more on managing Box Trash, please check out this article: https://support.box.com/hc/en-us/articles/360044196093-Managing-Trash 

    Feel free to write back in if you have any questions for me!

    Best regards,

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  • Andres ST

    Hi France, thank you for the info. I have just noticed the storage size has been updated, but I still have the issue with the duplicated folders, can you see in my files I dont have nothing, and this is a mistake of the tool.

    I know I can request a ticket to recover the folder deleted from trash with a paid account, but this isn't my mistake, I had just deleted a duplicated folder, you can check the storage size was counting a folder twice.

    Thanks in advanced for your support.

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  • France
    • Edited

    Hi Andres, 

    I’m sorry but we are unable to support file recovery for users of our free individual plan as stated in this article: https://support.box.com/hc/en-us/articles/360044196093-Managing-Trash

    Contact Box Product Support immediately if the content you deleted is no longer in your Box Trash.   When Box purges your trashed content there is still a 14-day grace period for paying customers, during which Product Support can recover your content.  Beyond this 14-day grace period, however, files or folders purged from your Box trash may not be recoverable and may be lost forever. Please note that this recovery grace period does not apply to Free accounts. We are unable to support file recovery for our Free Individual plan. 

    The investigation to determine if the content is recoverable would require a paid account. You may upgrade your account then submit a case to Product Support, and the team can look if your deleted contents are recoverable.

    Thanks for reaching out and let us know if you have any questions!
     
    All the Best, 
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