RE: Access old files

[Gotem]

Hi, 

We need to access an old file which is no longer listed in ourt comapny files or library.

Please can you assist with access to this.

Many thanks

[Genreve_S]

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

[Genreve_S]

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

[Gotem]

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

[Genreve_S]

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

[Gotem]

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

[Doreen_P]

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

[Doreen_P]

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