Forum Discussion

spacefield's avatar
spacefield
Explorer | Level 3
4 years ago

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 n...
account access
Dropbox Passwords
security
Megan's avatar
Megan
Icon for Dropbox Community Moderator rankDropbox Community Moderator
4 years ago

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. 

spacefield's avatar
spacefield
Explorer | Level 3
4 years ago

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

    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.

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