RE: Access old files

Hi Gotem, 

Thanks for posting. 

Regrettably, the information currently available doesn't provide enough context to offer a solution. Could you please clarify whether the file was stored offline or in the cloud? Additionally, it would be helpful to know the duration since the file was last accessed.

Eagerly awaiting your response.

Thanks,

Genreve

Hi Gotem, 

Just reaching out to confirm if you're still experiencing issues with accessing your old files. Please inform us if you need more support, we're ready to assist.

Thanks,
Genreve

Good morning, 

No we have no solution.

The file should be in the cloud.

We havent accesse for a few years.

Can someone please private message so we can get access.

Thank you

Hi Gotem,

Thanks for clarifying. 

Regrettably, if a file has been canceled for over a year, it is no longer available in our system. When a file is canceled, it remains in the cloud for an additional 60-90 days in a read-only format. Following this period, the file is archived and remains in this state until it has been a year since the cancellation. At this point, the file is completely removed from the system in compliance with our data retention policies.

Given this process, we strongly recommend users retain a backup of their file after cancellation to ensure they have access to their data even after it's removed from the system.

We appreciate your patience. Let us know how we can help further. 

Thanks,

Genreve

Hi, 

I dont think the file has been cancelled.

We have accessed these files previously.

Please can someone privatley message to see if we can access.

Thanks

Hi, Gotem

Thanks for your response.

We will be sending you a private message requesting additional details to assist you with your concern. These details will help us in looking further about your concern. We also would like to inform you that if a company file has been cancelled for more than a year, it will be automatically removed from our system. It is highly recommend to always create a backup of your company file to ensure a copy of it.

We are looking forward to your response.

Best regards,

Doreen

Hi, Gotem

Thank you for providing the requested details through private messages.

As per checking, the business name you have provided as well as the serial number is still active. If you no longer have an access to the company file, it is highly recommended to check with the other admin of the file to add you. For more information on how to do this, please see the Help Article: Set up user access.

Please feel free to create a post again if you encounter any issues.

Best regards,

Doreen

Hi We have the same problem and it will be much appreciated if you can email me on office@KITCHENPLUS.NZ TO SOLVE THE MATTER 

Hi DJLProperty_Mgt,

This will need further assistance on the back end. We recommend reaching out to our support team for further assistance. Make sure to reach out to them directly. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via My Account.

Regards,
Earl