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Unable to view files after upgrading from Personal Pro to Business

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Rob Reichel

The folders states the number of items within a folder but when I click on it, the folder is empty.   I tried logging in as a different user and all the folders that I had access to were no longer there.  What am I doing wrong? 

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Comments

15 comments

Date Votes
  • Najat Zaari

    Same thing has happened to me o don't know how to retrieve my folders they have just disappeared, and not deleted

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  • Box User

    This does not work.  I've tried everything.  Where are the folders?  

     

    Carrie Stewart 

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  • France
    • Edited

    Hi Everyone, 

    Welcome to the Box Community!

    This would be something our Product Support team can investigate with you and may require specific account details.

    Please go ahead and submit a ticket at our "Contact Support page" you can see at the header of this thread to get a direct assistance from one of our support staff.

    Thanks again for your post and for your engagement in the Community!

     

     

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  • Mandy Tapia
    • Edited

    Hello,

     

     I need help with this same problem. I just upgraded to a business plan because I need more space and now all my files are gone. I tried to contact support but the contact support page is not working. Can someone please help me right away with this? I need my files!  The only ones I can get to are the synced files.   Does anyone have a fix for this?

     

    Thank you

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  • David Rosemberg

    Box.com has the absolute worst customer support.  Our business just upgraded to the business plan as well.  It has been nothing short of a disaster.  The inability to actually communicate with anyone via telephone to address these issues simply adds insult to injury.   We are going to share this experience with all of our colleagues to make sure they are aware of these risks should they decide to utilize this platform.  Truly disappointing. 

     

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  • John De Maio

    This just happened to me as well. Literally just upgraded and they disappeared. Does not fill me with confidence and may cancel my subscription. 

    Did anyone have any luck retrieving their folders? I need to find them immediately....

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  • Paul Kennedy

    Same thing just happened to me...

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  • John De Maio

    Paul. 

    I'm not sure if this will wok for you but I ended up checking the BOX drive on my iphone and a different laptop. 

    The files where there, so I restarted my computer and the files appeared again. 

    Not sure why this happens when you upgrade, but the "turn it off and on again" trick worked for me. 

    -J

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  • Paul Kennedy

    Thanks Frank. That worked! 

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  • Bird&Branch

    This just happened to me moments ago. Did anyone resolve this? 90% of my files are gone.

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  • John De Maio

    Bird&Branch,
    Try restarting your computer. That did it for me. Check on another device too. The files should be there.

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  • Bird&Branch

    Nope, restarted and logged in on multiple computers. I have noticed a few files have been trickling in slowly and all I can guess is that maybe there is just a hiccup with their servers in moving my data from personal servers to enterprise? I have an open case number with them and I'll come back here to update when it's resolved. Scary stuff.

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  • Bird&Branch

    Must have been a server glitch - most to all of the files have made their way back. Thanks John!

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  • Marcus Barbosa

    Hello everyone! 

    I had the same problem when I updated my Box Plan. And now I'm literlally desperate to recover, 'cause all my academic and professional files are deposited in the box cloud. 

    I saw in another device that I have de Box App. However, all my files also desapear from there. And I not use de BoxSync, I must confess but I never thought that I'd have this kind of problem just because I made an upgrade. 

    I've tried do restart my computer and the files didn't appear as well. 

    If someone can solve this problem, is it posible to help me? 

     

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  • Taxkare

    Did not expect such issues from Box. All critical data lost. The amount of stress that one would go through as soon as the files disappear is unimaginable. I see this issue is not new after reading through this thread. Such a poor customer support from Box that they could not resolve this issue for past 2 years.  

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