Forum Discussion

pavel9's avatar
pavel9
Explorer | Level 3
2 years ago

Account is said to be deleted, but I still can't create a new one with the same email address.

My friend uses Dropbox as a person. He had mistakenly switched to Dropbox for Teams, didn't pay and his account was blocked and deleted. Okay, that's not a problem for him. But now he can't reg...
account access
Error Messages
security
Nancy's avatar
Nancy
Icon for Dropbox Community Moderator rankDropbox Community Moderator
2 years ago

Thanks for posting about this on our Community, pavel9! 

 

Has your friend logged any tickets with our support team already? Since we don’t have any account visibility on the forum, I’d definitely suggest that he does, so that they can look into this. 

 

Here are the steps he can follow. You can also send me his ticket number afterwards and I’ll leave an internal note to our support team on his behalf. 

 

Keep me posted for any progress.

  • pavel9's avatar
    pavel9
    Explorer | Level 3
    2 years ago

    Nancy,

    Thank you for your quick response.
    He filled out the form after your message, but did not receive either a ticket number or a response.


    What should he do now?

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

      Hey pavel9, did he check his email address (specifically also spam/junk filter) for any Dropbox-related emails? 

       

      If this didn't work out, I can send an email your way, and you can always forward it to your friend, in order for us to continue troubleshooting with him. 

      • pavel9's avatar
        pavel9
        Explorer | Level 3
        2 years ago

        Hey Megan,

        he checked and found this message:
        "Ticket #24269776: DB: Can't create new account with email from deleted

        Your issue has been marked as solved."

        But in fact the problem is not solved. When the friend goes to "Sign up or log in" page and enters his email, he gets "Welcome back" with password field, which means the account is still here.

About Security and Permissions

Start a discussion in the Dropbox Community forum to get help with your account security and permissions. Find support from Community members.

The Dropbox Community team is active from Monday to Friday. We try to respond to you as soon as we can, usually within 2 hours.

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X, Facebook or Instagram.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!