Password reset email not received

Yes, I think I have tested most of it, but adding no-reply@dropbox.com to contacts is not possible in the mail program. Have tested resetting 2 other account's password that works perfect. 

I think I have an idea what could be the problem. The user first made a used with a combination of a mail address and a password + password. The she realized this was wrong and made a new user with here correct mail address + password. This password is forgotten and not possible to reset - she is not a super user on PC's and in her mid 70's.  I have access to the first user and have deleted that user (mail address and password combo nn@hotmail.nonnnnnn). However, I am not sure in what order these accounts were made. This might have confused the system on mail addresses.

Contacted Dropbox on chat on Friday and gave them her name, user and phone number as requested, but suddenly the chat was cancelled by Dropbox - is this a robot and is this store by Dropbox ? In case Dropbox should have everything needed to delete the account/user, or reset the password from their side.

Hi Bjorn13, happy Monday! 

Would it be okay for me to reach out via email, in order to have a closer look into this? 

Hi, yes that ok. I think you have my mail address ?

Hi Bjorn13!

Just sent you the email, reply back to me and we'll take it from there.

Cheers! 

Can anyone help solve the problem? Received an email - confirmed my identity, responded to it, received another email with standard instructions - and the case was closed)
And my problem remained!

Hi Goldfich, how are you today?

I searched for your ticket number, and your case hasn't been closed. I can see it's open and an agent will reply back to you shortly. 

Thanks for your patience and understanding! 

Hi Goldfich 

Have you sorted out the password reset problem ? Seems I am in the same loop as you...

After trying to help out a neighbour get her Dropbox account up and running and giving all kind of information to support, after two weeks we ended up with a new "expert" asking exactly the same standard questioning that we find on the support pages and that has been tested all.  I even got my neighbour's email password and tested it on my own PC that get at least 5-10 spams a day, but no reset password email on my PC either. She get emails on both PC and mobile phone, and her husbands Dropbox reset works on their PC.

I find it very strange that support is unable to reset a password for a client or even delete a account with never have been used by the user as she was never able to access. The purpose for us using Dropbox is to share documents for an association of 17 houses where I am the administrator. Works perfect for all that has got Dropbox running. Almost regret that we did not go for Google Disk instead... We discussed yesterday and think the best way out of this is to get her a new email address dedicated for Dropbox and set up a new account... 

Really Dropbox - is this the best you can deliver ? (If I sound frustrated that is correct, but not crying yet 😁) 

Hey Bjorn13, happy Thursday! 

I can see that the support agent provided some steps for you to follow, however you never responded back to express that you've tried them and they didn't work. 

Had you done that, they would be able to guide you towards a different direction.

If you have any questions, let me know. 

Megan 

Hi, the reason is that the mail was sent to the user with no copy to me. I was informed 2 days later. She do not know what to answer due to limited PC knowledge and she has asked me to help her out and confirmed that to you by email. She is were much up and running, but at 75 she do not handle PC's as we do...

But, she sent me the mail so I will reply for her.

Megan 

The user receive a password reset mail directly from Dropbox support and it worked. The password is reset and Dropbox is up and running.

Thanks !

Hi Dropbox

i am having trouble getting into admin account for dropbox, i have tried resetting password email but that never arrives.

please help. I have tried adding no-reply email to contacts as well, tried different browsers.

Hi jawan, thanks for posting here! 

Have you by any chance tried an incognito mode on your browser? If you haven't, would you mind giving this one a go? 

Thanks a bunch! Let me know how it goes. 

Hi Megan

thanks for your response

I am afraid using Incognito did not help, it says email sent but nothing comes through.

Tested mailbox  and it receives from internal and external senders.

thanks

Hey jawan!

Just sent you an email, please have a look and respond back to me, in order for us to work closely on this.

Thanks!

@Megan

sorry its the different email address that I am using that has issue, I cant login into dropbox with that account, hence I am using this one.

how can I give you the email address. ?

thanks

Megan 

can you please resend the email you sent, i had to create mailbox for this user.

thanks

Hey jawan, sorry to jump in here!

Are you still having an issue with this? Do you still need us to reach out again?

Megan 

thank you all good now

not sure what happened in the background but I am receiving password reset email now.

I am having the same problem. I tried every suggestion in this thread.

Could somebody contact me and help me out? 

Hey Rickdb82, no worries, I just sent you an email, so we can look into this internally.

Cheers!

I have been following this page for an answer to a siimilar problem

I remember my password and it logs me in, but after that it asks me to get a 6 digit number from the inbox, when I do I don't get any messages, I have added no-reply to the contacts but nothing works, FYI I'm currently logging in from my personal account that doesn't have this problem.

I hope someone would help me figure this out.