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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 can't access my email address linked with Dropbox, because it no longer exists. Which happened at the same time Dropbox expired my password.
Created a new account and was transferring files over when my computer rebooted and logged me out.
Have tried every option, including contacting support (Ticket #12385790) in which I was told to log into my account to see what my support options were. WHAT THE HECK? How am I supposed to do that when I am locked out. Someone obviously didn't read my issue.
I use Dropbox for the cloud feature and to store important documents, etc. I am hopeful that someway, somehow, someone can help me. I know my old password and can provide detailed answers to any questions.
Please help. Thank you.
- Thanks for the ticket ID, I've replied to your message.
Please could you reply to that when you get a chance!
35 Replies
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- Jay
Dropbox Community Moderator
Hi Jludvigson, try contacting the support team directly from the account you're logged in as, explaining that you need assistance accessing another account due to an expired password.
Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system. I'm having the same problem, won't receive any email to reset password and can't access my account, can someone help me please? My ticked ID: #15170708
- Why hasn't anyone from Dropbox responded to my tickets, I have several?
- JayHi Candacejack, in order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?
- 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. - Mark
Super User II
Candacejack 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.
