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Walter
Dropbox Community Moderator
Dropbox Community ModeratorRe: Can I reset my password without access to the email as I forgot it?
Hi Andrew1983; welcome to the Community!
Truth be told, if you can’t access the email address you use for your Dropbox account to ask for a password reset, we can't verify the account's ownership so we won't be able to help you regain access.
That said, you could check if you email service provider offers a way to recover the email address you used to tackle this obstacle or else, assuming you're still logged into the account in question, download and transfer your files to a computer (or even a new Dropbox account).
I know it's not much, but I sure hope this information helps.
Please keep me posted!
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Hello,
I have a strange situation, where I know the password and account for dropbox, but I can't login because it says my password is expired.
I can't access my email address linked with dropbox, because it no longer exists.
When I tried to update this old email address which is no longer available with a new one, my dropbox password expired, and it logged me out.
Is there a way beside the non working email address to remove the restriction, and be able to login with my current account and password?
This is what I get after logging in:
Thanks.
- Daphne
Hello Fulguletz, I'm sorry to hear about the situation!
Do you possibly have any devices still connected to your account? For example, the desktop or mobile app.
If so, you can try the steps outlined here to reset the password through the connected device.
Let me know if this helps!
Hello,
Unfortunately, no. The only device I was logged into was the browser that logged me out when I tried to change the email.
The problem is I also have an active subscription, which will autorenew in a few days. So it there alteast a way to remove the payed subscription?
Regards,
- Daphne
Thanks for getting back to me here Fulguletz!
In this case, I would suggest reaching out to our Support team for some help with this.
To do so, please submit a help request from this page, via an incognito window (so you're signed out of Dropbox).
Please just make sure to enter an email address that you have access to, so that you can receive the reply from our team via email.
You can also let me know the ticket number (eg. #1234567) that you receive for your case, so that I can pass along the info you provided here already.
It seems now I can't click on the ticket in the UI in the account, even though I see it. I wonder how can a giant like dropbox have so many bugs and issues. And this is for a payed account, not a free one.
Guess I will need to find a replacement, because these are wasted money
Daphne It seeems Ticket #11848798 has been solved, but I got no reply from anyone. Is this a bug in this messy platform?
- Walter
In that case, I'd suggest trying an incognito window without signing into any account Fulguletz.
When on this page, click on the 'Need help with a billing issue?' button and submit a Help Request from the relevant option at the bottom of the page.
You'll need to input your payment's information along with an email address we can reach you to sort this out.
Just to be sure we are on the same page.
Is this the page where I am supposed to put the compaint?
Because here it asks for the email that I stated in this post that I do not have access to anymore, because that is what I was trying to do. Change the email address that I have no longer access to while logged in, but it logged me out, and invalidated my working password. Is there no human I can actually talk to in order to solve this issue? Because it seems that Dropbox really hates the customers, and is never willing to help. There is a circle I am going around into, because no one is reading the problems users have.And you have just billed me on an account that I can't access. This is already starting to be bad, because I am paying for a service that I can't use.
Hi! This happened to me too! My ticket number is Ticket #11945763. Please help me recover my account!
- DaphneThanks for posting katrinaskaar.
It looks like this is an older ticket and has since been closed, could you submit a new ticket by visiting this page via an incognito window (so you're signed out of any Dropbox account)? - Hi @Walter, I am having the exact same problem here as @Fulguletz. Did this problem get solved? Could someone from the Dropbox team Please contact me ASAP. Thank you! My ticket number is 12026720.
- WalterHey Simba47; thanks for joining this topic and sorry to hear about this.
Also, thanks for providing your ticket's ID. I just located it on our system and replied to you there.
At your earliest convenience please take a look at your inbox and we'll take it from there. - Dear community,
Dropbox Help center has not helped me regain access to my PRO account even though I can prove that I paid for the account, have automatic billing set up linked to an email I have access to, and have the 12 password key words. How unfair is this? I am a female entrepreneur and I’m getting crippled by a giant tech company because their security measures doesn’t make any sense. There must be a solution when you can’t access the email account associated with your Dropbox account. They won’t even transfer my files over to another account. Very disappointed with this company, looks like I’ll take my $155/year else where. Ticket #12044604
- Hi Fulgultez,
I am curious to know if Dropbox helped you access your account and how? I am having the same problem as you did and was wondering how your got solved. So far Dropbox support has not been helpful at all with helping me even though I have receipts and proof that I paid for the account! Hello Dropbox team,
I'm having the same situation and has submitted my issue in ticket #12059229
Please take a look. Thanks a ton!
- Hi Lehamy,
Good luck with accessing your account! So far dropbox has been unhelpful but
hopefully they will rethink their security measures since more and more people are facing this issue! Please keep me posted if they help you access your account! - I can't log in to other devices (or into the browser) since my password has expired and I don't have access to my email (that's linked to Dropbox) because it's blocked (it's impossible recovery it).
I'm logged in to the Dropbox app on a mobile device.
I have a security code (i hope it serves to confirm anything) and I would like to know if it is possible to send me a password reset link to another email I have. - Lusil
Dropbox Staff
Hey everyone, thanks for nudging us here.
If you don't have access to your email address, you can update both your password and email on a device you’re already signed into. You'll find more about this, here.
If you've already tried that, have a look at Walter's first post for some additional information. - Hi Simba47,
I'm already testing another similar platform. And it will take thousands of years for them to rethink their own security measures (if they want I can suggest some new security measures. Is there any feature suggestions thread?).
In the Support part I already knew that they were not useful (they seems bots).
Lusil
It's not working (as expected), I don't get any notifications. Sorry, but can any real Dropbox employee help me?
MT-Tester wrote:
...
In the Support part I already knew that they were not useful (they seems bots).
...Hi MT-Tester,
😁😆They don't seem bots! That's a bot. 😉
MT-Tester wrote:
...
I'm logged in to the Dropbox app on a mobile device.
...That's your chance to regain access to the account. 😉 Use "Connect a computer" feature in settings part of your mobile application. To work, you must have verified your account already! Follow the on screen instructions and you would be able regain access to the account. Once logged in, change your email address (here, click "Edit" next to the current email) to actual one. Now you should be able reset your password. 🙂
Hope this helps.
PS: "Computer" don't have to be a real computer! You can use any device working with supported web browser - including mobile. ✌ For better security, on device which is not your property, use private browsing mode or incognito.
- Thx @Здравк
I was able to access my account settings via mobile browser fallowing Здравко's solution.
katrinaskaar, Simba47, lehamy2610, msfowler
