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Shane D.

Submitting Support Tickets to Evernote Support [Dataloss, Missing Notes/Notebooks,etc] (Mac/Windows)

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Hi there,

I wanted to provide some tips regarding information you can provide our support staff if you’re encountering an issue where notes, notebooks, or general content is missing from your Evernote Account.

(Note: Opening a support ticket for a technical issue requires a Plus/Premium subscription. Basic subscribers will only be able to open support tickets for certain issues. Please reach out to Shane D. if you have any other questions)


 

Opening a Ticket: The first step is to open the support request

1. To open a support ticket regarding possible dataloss/missing content, go to https://www.evernote.com/SupportLogin.action, and login using your Evernote credentials or click on Continue as guest

2. From the dropdown menus that appear, select Technical Issues > Notes > Lost Notes or missing content

3. Scroll to the bottom of the screen and click on Submit ticket on the bottom, which will then provide you with text fields to write information about the issue

4. Use the Missing Content/Possible Data Loss guidelines listed below and include as much information as possible about the issue you’re encountering in your ticket

5. Once filled out, submit the ticket

 

 

Missing Content/Possible Data Loss: If your support request is specifically regarding missing content/data from your Evernote Account, please see the information below, and provide any information you might have within the support ticket.


1. Subject/Description: Please provide as much context as possible regarding the issue you’re encountering. Specifically, please note any specific notes, notebooks, content from within a note, attachments, etc that are missing

 

2. Activity Logs: In instances of possible dataloss/missing content, we try to acquire both recent and older activity logs

For Mac, please follow these steps to acquire all of the logs
For Windows, please follow these steps to acquire all of the logs

Then, attach the log file(s) to your ticket submission form in the Attachments section.

 

3. Visit the Evernote Web Client using a web browser on a desktop computer: https://www.evernote.com/Home.action

Do the missing notes/notebooks/content appear on the web client? (Please note the answer to this question in your support ticket)

 

4. After logging in, does your account appear completely blank, almost like a new account?

Often, users accidentally create a secondary account and believe that their actual account has been deleted/cleared out:

Usually, this occurs when a user creates an Evernote Account using an email address with a typo/misspelling. The user then uses that account for some time and logs out. Then, when they log back in with their correctly spelled email address, they are actually logging into a new account.

Or, the reverse happens and the user creates an Evernote Account using a correctly spelled email address. However, the next time the user logs out/logs in, they have a typo/misspelling in the email address they use to login, and accidentally create a second account.

Double-check and make sure your login credentials are accurate and correctly spelled.

 


5. Is the issue specific to missing images/attachments/snippets in Evernote for Windows, but the content appears everywhere else properly?

If yes, please see this article for extra troubleshooting steps you can take to try and fix the issue:

 

 

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