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carol134's avatar
carol134
Explorer | Level 4
3 years ago

Dropbox thinks I'm a new account even though I've been a subscriber for 10 years.

Dropbox thinks I'm a new account even though I've been a subscriber for 10 years. I don't have access to my hundreds of folders and thousands of files.   How do I gain access again?
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Walter's avatar
Walter
Icon for Dropbox Community Moderator rankDropbox Community Moderator
3 years ago

Hey carol134, thanks for using Dropbox and welcome to the Community!

 

How long has it been since you last logged into your account? 

 

Also, may I ask if you see any activity in your events page? 
 

Did you maybe create a new account using another email address of yours by accident instead of logging into your old account?

 

Let me know what you find!

carol134's avatar
carol134
Explorer | Level 4
3 years ago

Thanks for the response, Walter,

 

I logged in earlier today, with the same address for the last 12 years.

 

The events page says "You have no activity yet"

 

Dropbox did not recognize my old password earlier today, so I changed the password, and that's when Dropbox considered me a new account.

  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hey carol134, that sounds pretty strange indeed.

     

    If you go to your email account and do a search for "Dropbox" items, does it bring up any old Dropbox related emails from before this happened?

     

    Just make sure to double-check if the address you see here, is the exact same one as your original email address, check that there are no typos in the email on the account etc.

    • carol134's avatar
      carol134
      Explorer | Level 4
      3 years ago

      Thanks for this idea.  Yes, I have in my email account notices that says,

      "Hi Carol,

      A new web browser just signed in to your Dropbox account. To help keep your account secure, let us know if this is you."

       

      This was posted in March. I was able to get access to my folders until May.

      • Hannah's avatar
        Hannah
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        3 years ago

        Thanks, Carol, for checking that!

         

        Just to confirm, can you double-check if the address this email went to and the one you used to sign in the other day, are the exact same?

         

        Check for any small differences like a "." anywhere, etc.

         

        Also, could you possibly have any other devices connected to the account that you used to be able to access?

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