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
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?

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

    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.

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