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My Files Are GONE, I'M THE OWNER

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Box User
My files are gone after I was trying to upgrade my account to get more storage! I just tried to pay with my card but it still saying that there is a problem with my card or some of fields weren't filled properly and I double-checked all of them but nothing wrong! After I closed that page, noticed that ALL the files were gone, they even not in the trash! Please anyone can help me just reply below I need them much. Thank you.
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4 comments

Date Votes
  • France

    Hi there, 

    Welcome to the Box Community!

    Can you please check if your files are now showing again in your Account?

    During an upgrade, Files/folders may not be accessible as your account is in transition and this may take up to 24 hours to complete.

    No worries though, once the transition is completed your files will show up and should be accessible in your Box again.

    Best,

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  • Box User

    The account hasn't been upgraded, I sayd I tried to upgrade but the app didn't respond and was telling that there is something is not correct and as I sayd I double-checked everything but sill refused, so no upgrade has done so that's has been making anxious about the files. Is it still ok? Meaning if you tried upgrade ur account it will get into transition phase even with refused card payment?

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  • France

    Hi there, 

    I saw that you already have a ticket opened for this issue with our Product Support team.

    This would be something our Support team can further investigate and may require specific account information so please continue working with them and check your email for updates.
     
    Thanks for your patience and please comeback and let us know how it goes.
     
    Best,
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  • Box User

    It goes badly, your supporting team takes time a lot.. got no benefit till now

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