yesterday, I got subsequently one notice after another that a file in my Box account has been deleted.
After I got offine and I changed my passoword, about 1/3 of my files are empty.
Obviously my Box account has been hacked.
- How is that possible??
- Does the Box team can restore the deleted documents?
- How can I contact directly the Box team (and not via a Forum)?
Hi Matthias,
Welcome to the Box Community, I'm happy to help!
Is the deleted file a collaborative file? Meaning are there other users collaborating in that file? It may have been one of your collaborators that deleted it.
If you own the file or the folder where this file is located, you can login to your Box account in a web browser and go to your Trash and recover the deleted item. You can search or use the filters "Item I own" to narrow down your search. Otherwise, you may need to reach out to the owner of the content to recover the deleted file.
The support team's ability to restore a deleted item depends on your account type. There is 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 deleted 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.
To learn more on managing Trash, please take a look at this article: https://support.box.com/hc/en-us/articles/360044196093-Managing-Trash
Furthermore, please be advised that the option to directly submit a ticket for support and other support channels is only available to all our paying customers. I see that your profile here is linked to a Personal Free Box, which could be why our support channels are not available to you. If you are part of a Business or Enterprise Box, we recommend logging into that account to see the available support channels to your account type.
Let us know if you have questions and we will do our best to help!
Regards,
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