I can't access an account that's linked to an old email address I can no longer access

Hey Andrea Moitinho - sorry to hear you're having issues with this.

Can you please let us know some additional information about the problem you're facing?

For example, are you not able to log into the account in question by using your old email address and password? Are you getting any particular error perhaps?

As for contacting our support team, you can check your available options on this page.

In any case, please keep me posted! 

Thank you Walter! I have a premium account under an old email address that I no longer have access to. My account is premium, however I can't reach support through the account, as I'm logged out. Thank you for the links above, there are a lot of information, but no direct email or number I can reach. The chat boot gets me nowhere. Are you able to send me a direct contact? Thank you in advance. 

Andrea Moitinho wrote:

Thank you for the links above, there are a lot of information, but no direct email or number I can reach.

There isnt one I'm afraid. 

You need to go to www.dropbox.com/support while not logged in. Even to here - so try and use incognito windows. Then you can get an option to log a support ticket to Dropbox. 

Note that its probably unlikely you can get access to your account, but, they'll be able to help stop billings:  https://help.dropbox.com/account-access/lost-email-access 

Thank you Mark! It didn't happen still. I'll see if anyone from support replies to me. 

Hi from me as well, Andrea Moitinho! 

Can you please clarify for me exactly what you see when trying to access your old Dropbox account? Are you being asked for a one-time code perhaps, which you can’t locate because your old email address is inaccessible? 

If there’s something else happening, please let me know (you can also paste here any relevant screenshots you may have; just make sure you’ve hidden your personal info).

I’ll be able to further guide you this way.

That's correct, Nancy. 

I have a new email address, but my account is linked to an old one which I no longer have access. 

Thanks for clarifying, Andrea! One more thing I’d like us to check; do you happen to have any devices currently linked to your old Dropbox account? 

If you do, please make sure to also check their notifications section; in some cases, the one-time code can be found there.

Let me know how that goes.

Unfortunately, I don't Nancy. What else can we do? 

Hey Andrea Moitinho, I hope you're well!

In this case, please open a private browsing/incognito window on any browser and go to this page to submit your help request to our support team.

Let us know when you have your ticket number.

Hi Hannah, I did that and didn't receive anything back. I have all my work on my Dropbox folder and it's impacting my work. Is there anything we can do to fix this issue faster, please?