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Account email inaccessible, can't get security code
Hello,
I have a dropbox account and the original owner of the domain used with my email passed away. Domain no longer has an mx record tied to a productivity suite and is under ownership of a new owner. They are not able to create a custom alias or address as the domain is used for hosted wordpress.
The problem I have is not being able to receive the six digit code login to the email address associated with my dropbox account. What can I do to get signed into dropbox so I can download a copy of my files? Thank you.
5 Replies
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- Jay
Dropbox Community Moderator
Hi spacefield, thanks for bringing this to our attention.
Do you have any device currently connected to your Dropbox account, such as a computer of mobile device?
This will help me to assist further!
Hello, Jay!
I have no devices attached to the account. At the time I was using dropbox, there was no requirement for a phone number or 2FA as I recall. My last login to the dropbox account was 2017. Since then I have upgraded from a PC to Mac and also changed cell phone carrier/phone number.
- Megan
Hi spacefield, do you see any error messages when you try to sign into your Dropbox account?
I am asking, because usually Dropbox deletes inactive accounts, and you mentioned that the last time you accessed the account was back in 2017.
If there's no activity on your Dropbox account for an extended period of time, we will notify you—or the account owner—in an email.
Hi Megan, when I sign on to the account with the username and password that I recall, the following appears. I don't think my account is deactivated. It wants me to enter the code to continue.
- Nancy
Hi spacefield, apologies for jumping in.
In this case, I’d like you to open a support ticket, so that we can investigate this further and see what other options there may be. You can follow these steps to open a ticket:
1. Make sure that you are NOT signed in to ANY Dropbox account in your internet browser.
2. Go to this page https://www.dropbox.com/support/sign-in-issues, and click on the “Can’t sign in?” option.
3. Scroll down the page to “Submit a Help Request”.
4. Enter your information, make sure that you enter an email address that you currently have access to, and submit it.
5. You will then receive a confirmation email that will have a ticket number.
Once you have a confirmation email with a ticket number, please forward it to us here and we’ll take it from there.
