Forum Discussion

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?
Account Settings
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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?

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

        Thanks, Carol, we already have it actually. 🙂

         

        I just sent you an email, so we'll continue together there.

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