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RobySeek's avatar
RobySeek
New member | Level 2
4 years ago
Solved

Password reset email not received

Hi! I created my account back in 2016-2017 and I didn't use it for a while. I changed my phone since then and now I can't login because I don't remember my password. When I try to reset it, it says that the reset email was sent but I didn't receive anything. I tried looking into the spam folder and creating a contact with no-reply@dropbox.com but nothing worked. I know this is the right email because I got a lot of mails from dropbox about my account saying that my account storage is full and I should upgrade.

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  • Jay's avatar
    Jay
    4 years ago
    If the account hasn't been accessed for over 12 months, then it means that it wouldn't be possible to regain access to the account of the files within. 

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  • rayvanb's avatar
    rayvanb
    Explorer | Level 4
    4 years ago

    I use Microsoft as my mailprovider. I assume they didn't block any of your servers as that may cause issues for a lot of people.

  • DANRAT's avatar
    DANRAT
    Explorer | Level 4
    4 years ago
    As far as I know there should be none
  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    4 years ago

    Thanks for clarifying that for us rayvanb & DANRAT. Would it be OK if we reach out via email to have a further look internally at this point?

     

    Let us know and we'll use the email address that's connected to your profile here on our Community. 

  • Albaroody's avatar
    Albaroody
    Explorer | Level 4
    4 years ago

    hey Walter,

    The message that I was supposed to get was a 6 digit OTP, I didn't get it yet, how can I send you the address that I have a problem with?

  • rayvanb's avatar
    rayvanb
    Explorer | Level 4
    4 years ago
    That would be fine and great. Hope to hear from you soon.
  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    4 years ago

    I can send you an email to the email address that's associated with your profile here on the Community Albaroody

     

    Let me know if that'd be fine with you.

     

    As for you rayvanb, please have a look at your email's inbox and we'll take it from there - I just sent you a message!

  • Albaroody's avatar
    Albaroody
    Explorer | Level 4
    4 years ago

    Please do send me an email and I will point to the account with the problem in a response email

  • aanna_o's avatar
    aanna_o
    Explorer | Level 3
    4 years ago

    Hello,
    I'm having problems connecting to a paid dropbox account, when I use the password that was set I am told that the password or email is wrong.

    When requesting the link to reset the password, I cannot receive the link even following the instructions provided by dropbox.

    Any idea what I can do? I tried to contact you via chat and searched through the support instructions, but nothing solved the problem.

    I need to regain access to the account as it is an account used to back up a business computer.

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    4 years ago

    Hi aanna_o, I'd be happy to help! 

     

    Have you checked, to make sure that there are no typos in the email address? 

     

    Also, have you tried adding "no-reply@dropbox.com" to your email contacts, and followed these steps to reset your password?


    Keep me posted, and we'll take it from there. 

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