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All Folders and Files in Box account are gone - how can I ask for Box to restore the files

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Neal Deremer

All of us employees with full access have lost access to all the files in our Box account.  The Owner/Admin also can't see any of the files.  The Trash is empty.  The Storage usage shows 0 B of 10 GB of storage in use.  Where did all our files go?  They were all there on Sunday March 6th but were gone on March 10th, so they disappeared sometime between these dates.

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  • Aira

    Hi there, 

    Welcome to the Box Community! 

    Please provide the following: 

    • When was the last time you get access to the files?
    • Screenshot of what it looks like on your end?
    • Where are you accessing the files? Is it on Box Drive, web app or Box Sync?

    Looking forward in assisting you.

     

     

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  • Neal Deremer

    Full access to the files was seen on Sunday March 6th.  When I logged in again on March 10th, all the files/folders were gone.

    I attached a screenshot of the Box.com page that shows the empty drive in my email reply and added them to this response as well.  I also attached a screenshot showing our current usage of 0 bytes out of 10GB.

    We are accessing the files via the Box.com webpage.  I don’t know what Box Sync is and not sure if anyone else uses Box Drive, but everyone on our account sees the same thing, zero files/folders.  Can we get our stuff restored to the last date they were seen on your servers, on or after March 6th?

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