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
Create or delete account
johnhaig's avatar
johnhaig
New member | Level 2
2 years ago

I haven't received any message about this.

I have saved my credentials in the browser for automatic login, but when that failed three times I tried typing them in manually. That also failed.

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

When you say that it fails, are you getting some kind of error message?

 

If so, can you send us a screenshot, so we can check it out?

  • johnhaig's avatar
    johnhaig
    New member | Level 2
    2 years ago

    No error message, just the same result as using the presaved username and password.

    • Walter's avatar
      Walter
      Icon for Dropbox Community Moderator rankDropbox Community Moderator
      2 years ago

      Could you maybe send us a screenshot of the last page you can get to then johnhaig?
       

      Have you tried another browser by the way?

      • johnhaig's avatar
        johnhaig
        New member | Level 2
        2 years ago

        Unfortunately I cannot send the required screenshot, because I seem to have created a new account with the same credentials, so now I log into a completely empty folder. Is it possible to retrieve the previous files/account?

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