Access deceased family account

Hey sezza28, sorry to jump in. I’ve emailed you to this email address. 

Please reply back to me, when possible.

Hi Rich, That's the confusing thing. I do have access to the email account and I do have his login credentials. I attempt to login and it gets to the additional authentication is required step. It says "We sent a code to xx@email.com and any devices you’ve linked to this account." But it never arrives. 

Hey mmenzies33, resetting the password might bypass this step, can you try and let us know if it helps?

Hi Hannah, Yes I've tried that. Same outcome. No email arrives. Nothing in spam folder. I just tried it again before replying to you. Same same. I'm receiving other emails in his account and I've sent test emails from my own account which arrive immediately.

One more thing to try, is to add no-reply@dropbox.com to your email contacts and try to login once again.

If that doesn't work, I would suggest opening a private browsing/incognito window on your browser and going to this page.

From there, you should be able to submit a help request to our support team, so you can get assisted directly.

Thanks Hannah. No change by adding no-reply. 

I've submitted a ticket and interestingly I immediately got an email acknowledging the submission.

Sounds good, mmenzies33, can you send us the ticket number as well?

Ticket #23021117

Perfect, thanks for that, mmenzies33.

I can see that a member of our team is already assisting you, and I've passed your comments along as well.

If you need anything else, please let us know!