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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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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?

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

    Hi Hannah, I used my laptop to try to gain access, but still there were no files in my dropbox account.

     

    And,  yes, the email that this went to is the one I got notices for my dropbox account.

     

     

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

      I see, thanks for trying, Carol.

       

      May we reach out to you via email, so we can investigate this further?

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

        Yes!  I would very much like that.

         

        Is it OK to provide you my email via this forum?

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