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Files Missing

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Bryan Ehrenfreund

I haven't used box in a while. When I logged in today none of my files were there. I'm on the free plan which appears box doesn't provide support other than the Community forum here.  Need help ASAP! Thanks in advance!

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  • AJ

    Hi Bryan,

    Welcome to the Box Community! I’m happy to help.

    If you believe that there are files missing from your Box account, or if you've deleted files by accident, there are a few ways you can recover them. 

    Is the content in your trash?

    Are you the owner or deleter of this content?

    When a file is deleted, both the person who deleted the item and the owner of the item will be able to retrieve it from their trash. The Trash is located under Account Settings > Trash-- you can also review this article for more details on this process: https://support.box.com/hc/en-us/articles/360044196093-Managing-Trash

    If you know who deleted or owned this content, please contact this user and instruct them to restore the files from their trash.

    If you still can't find your files, then one of the following might be true:

    • Was the folder a shared folder in which you collaborated with others? If so, the owner of the folder could have removed your access to the content. In this case you’ll need to contact the folder owner and ask to be reinvited.

      • This person will need to re-invite you to the folder using the email address associated with your Box Account.

    • The files in question have been already emptied from the trash. Trash content on Box can be manually or automatically removed, depending on the settings for your enterprise. If you believe this has happened, please contact Box User Services.

    • The files you’re looking for were never uploaded to Box.com. The content in question could have been uploaded to a different Box account or service, or a problem might have occurred during the upload, resulting in these files not making it to your account as expected. If you're a Box Business or Enterprise user, your admin can run a report to validate or repudiate whether the files ever existed on Box, or not.

    Best,

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  • Bryan Ehrenfreund

    Thx AJ. I've already checked my trash and it's empty. Does Box track when items are moved or deleted? I don't collaborate with anyone so my files couldn't have been moved by others. It's been a while since I last logged in. Could something have happened when Box updated? The UI looks different now. 

    Thanks in advance for your help and support!

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