Forum Discussion

AmyP2019's avatar
AmyP2019
Explorer | Level 3
2 years ago

I can't access my Dropbox files, as I keep being asked to verify my email address.

HELP!!!!  I set up a Dropbox account in 2012 with my school email address (not a school group account).  I can log in, but I cannot see my files because I cannot verify the account address.  When I t...
account access
Account Settings
emails
AmyP2019's avatar
AmyP2019
Explorer | Level 3
2 years ago

Mid-February of 2024.  I had no problem accessing my files until I purchased a new computer.  When I installed the Dropbox app yesterday, I could log in, but I was prompted to verify my email address.  When I requested verification be sent to a different address, I got an error code.

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

Hey AmyP2019. The verification applies for the email address that’s currently linked to your Dropbox account, so it can’t be routed to a different email address. 

 

However, can you send me a full screenshot of what you see when trying to access your Dropbox files? If there’s any personal info, please make sure to mask it first.

 

Finally, you mention having this issue when using the Dropbox app. Can you access your files online instead?

  • AmyP2019's avatar
    AmyP2019
    Explorer | Level 3
    2 years ago

    Hi Nancy,

     

    Here is what I see even when I try the online site

     

     

     

     

     

     

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

      Thanks for all these screenshots! Just to clarify, are you seeing the prompt to verify your email address right when you go to your Homepage here?

       

      Are you seeing the same thing, if you try via an incognito window? 

       

      Do you have any other devices (especially computers) where your Dropbox files are still accessible?

      • AmyP2019's avatar
        AmyP2019
        Explorer | Level 3
        2 years ago

        Hi Nancy,

         

        I see the verify message when I go to my settings.  I can see any of my files.  I get a message that I have to veryfy my old email before I can see me files.  It happens when I am incognito as well.

         

        In the app, I am still told an email with a 6-digit security code has been sent to my disabled account lol

About Settings and Preferences

The Dropbox Community is here to help if you have questions about your account settings and preferences. Learn and share advice with members.

The Dropbox Community team is active from Monday to Friday. We try to respond to you as soon as we can, usually within 2 hours.

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X, Facebook or Instagram.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!