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Expired password - frustration
Tried to log in on one computer when I received notification that my password expired.
Was still logged into my account on another computer. Tried to change the password and it wouldn't take.
I c...
- Thanks for the ticket ID, I've replied to your message.
Please could you reply to that when you get a chance!
Jay Yes, the email address I have connected to this forum is good to respond to.
As mentioned before I have Dropbox tickets (14685434, 14711125) dated back to September and October 2021 have yet to be responded to. I've also sent several follow-up emails asking for status/someone to contact me.
My old email is inactive, however, I know the password connected to that email. I need my pictures please...so many memories to be lost by the hands of people(s) making non-user friendly decisions at Dropbox.
As mentioned before I have Dropbox tickets (14685434, 14711125) dated back to September and October 2021 have yet to be responded to. I've also sent several follow-up emails asking for status/someone to contact me.
My old email is inactive, however, I know the password connected to that email. I need my pictures please...so many memories to be lost by the hands of people(s) making non-user friendly decisions at Dropbox.
Mark
Super User II
Super User IICandacejack I'm afraid Dropbox have publicly said that without access to the email address the account is unrecoverable. Thats probably why the tickets are being closed without reply - because they are sending the reply to the other email address. There is no way to verify who you are without your email.
- Hi Mark which doesn't make any sense...other apps give you the option to change your email - personal information etc., as long as you know your old email and password (phone# if applicable); These companies are smart enough to realize things like an email being hacked and needing to be closed or other valid reasons. Why can't Dropbox do this? I know my old email and password, however, they expired it, this is their wrong doing that they need to fix. Dropbox really needs to be held accountable for ruining the trust people had in their app. I'm upset along with many others that can't access their pictures or files. My children's pictures from birth are on here, I have no other early memories. There has to be some sort of ladder or legal action someone can or has already taken? Jay
- Mark
Unsure on legal action etc. but I do know that this is stated in the T&Cs - you need to have an active email account to use the system. If you dont then you cannot guarantee access.
There public statement on this is at : https://www.dropboxforum.com/t5/Dropbox-tips-tricks/I-lost-access-to-my-email-address-how-do-I-sign-in-to-my-Dropbox/m-p/512928 I wonder if I could use GDPR to correct my email address, as my account should have my full name on record. This is identifiable information after all.
- Jay
Dropbox Community Moderator
I've sent you an email, Candacejack, please could you reply to it when you get a chance. My ticket finally got escalated to someone who is an "account security manager" at Dropbox, and after verifying my identity, they helped me with resetting my password, which removed the requirement for the 6-digit code as well.
If anyone from this thread is still trying to get through support, keep trying! Ask for an escalation if you feel like the ticket isn't going anywhere. I went through ~5 support agents before one of them finally escalated it.
- manual thanks, I too was able to get my tickets resolved and now have access to my old photos
- If I can somehow tag along here I’m having the exact same issue as these users.
Can’t access my original email address due to it being set up by my old college which has since run itself into the ground. All emails were closed by them when they shut their doors.
If y’all can help fast track this somehow/prevent a big uneccessry email back n forth like everyone else had to it would be appreciated so so much.
Other wise I guess I just gotta put on my Karen wig and throw a tantrum until they fold… don’t really wanna tho.
Ticket #15595209: DB: Account access
Note: I did only submit this today.. but from reading above
I have a good idea what the responses are going be for a while when the do
Eventually reply. - MeganHi Threeebeds, let me see what I can do to help!
I checked, and it seems you've already been connected to one of our support agents.
The best thing you can do is to continue working on this with the specialized agent in order to see what the best way to continue is.
Thanks a lot. I'm here if you need anything.
