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Forum Discussion
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?
Hannah
Dropbox Community Moderator
Dropbox Community ModeratorWhen 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?
No error message, just the same result as using the presaved username and password.
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?
- Walter
If you were able to create a new account using the exact same email address, I'm afraid it might not be possible to restore the previous account that was associated with this email address or any of the files that were stored in it.
That said, you can reach out to our support team for further assistance through this form. Just make sure to use an incognito window without signing into any Dropbox account and providing as much information as possible.
