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I want to cancel a subscription but can't access old email
I have a few dropbox accounts, currently signed into one of them. I am unable to sign into my other dropbox account as the email address is from an old employee, I no longer have access to it. I have the password but it is requesting a 6 digit code in which I can not access. How can I do this without having access to the email address? I have an invoice from dropbox showing the Premium monthly charge as proof that it is my account.
29 Replies
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- Hi Rich, I submitted the help request on Monday following your instructions but still haven't received a response. Is there another way to get in touch with customer support? Thank you.
- Walter
Dropbox Community Moderator
Hey tscheinblum - did you get a ticket ID by any chance?
If so, please share it with us here so that we can look it up in our system.
Hi Walter, no ticket number is given when submitting through the help site following Rich's instructions. I just tried it again to double check. I did provide my email associated with this profile and my work email I can no longer access [personal information removed per the Community's Guidelines] in the submissions in case you can search for it that way? Thanks.
- Walter
I was able to find two tickets in our system that are associated with the email address on your Community profile. Do you have access to that email address tscheinblum ?
If so, you can look in your inbox for your tickets and if you can't find them, check your spam/junk folder as well.
If you still can't find your tickets, let me know here and I'll send you an email from my end to investigate further.
- Hi Walter, I have access to the Gmail account, which is what I'm using to sign into the community profile. I don't see any emails from Dropbox concerning the tickets though. Also checked junk. Thanks!
- Walter
Thanks for the update tscheinblum
I've just sent you an email to the email address that's linked to your profile here on our Community.
Could you have a look at your inbox for my message now?
- I am being charged on an account associated with an old job email that I can’t access. I am unable to login be use it sends an access code to that email which I have no way of getting. Help
- Rich
Super User II
Kdstewart wrote:
I am being charged on an account associated with an old job email that I can’t access. I am unable to login be use it sends an access code to that email which I have no way of getting.You can try contacting Support, but without access to the email account you may not be able to gain access to the Dropbox account. You need to maintain an active email address on your account so you can receive password resets and one-time security codes used during sign in.
To contact Support, visit the Support page while you're NOT signed in to a Dropbox address, including these forums, and you'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.
If you're unable to gain access to the account, Support will at least be able to cancel any future payments if the account is on a paid subscription.
- I was a user of a business account at Seismic. When someone else left the company, I paid the subscription with my credit card and was reimbursed by Seismic. I have not worked there since 2020 and I do not have access to that email account and I keep getting charged for the account. Please help! Thanks.
- Hannah
Hey NeolaMace, sorry to hear that you're in this situation.
I would actually suggest reaching out to our support team directly about this.
To do that, open a private browsing/incognito window and go to this page.
In the "I want to look up information related to" box, choose "other" and type in an email address you can access.
Fill out the rest of the form, submit your request and when you have your ticket number, please make sure to send it to us here as well.
