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

cannot access account

I have had a dropbox account for about 10 years and all of my personal files and photos are located in it, along with several legal documents that are crucial to access. I have had a Cox-based email address (which is my login address) for just as long, and Cox recently disabled accounts including mine, which is now permanently deleted and cannot be re-created as they are no longer offering Email service. I have my dropbox password. I am unable to gain access to my dropbox account now, since dropbox is requiring a two-step verification process, with a code sent to the now defunct email address that I have no way to access. It is imperative to get back into this dropbox account, which I was using up until a month ago. It seems crazy to not be able to get in when I have the full login information. Can anyone help?

account access
security

5 Replies

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

    Hey ElisabethJames - sorry to hear you're having issues with this.

     

    Do you happen to have access to any device that were previously linked to the Dropbox account in question?

     

    Let us know and we'll take it from there. 

  • ElisabethJames's avatar
    ElisabethJames
    Explorer | Level 3
    2 years ago
    Hi there, I do not. The entire operating system just died on the computer we had been logging into for several years. We hired a professional to restore the operating system for this reason, and he was not able to restore it. We have the Dropbox email login and password and can verify identity any other way (license, Social Security number, etc). Are you able to remove the two-step verification setting from our account? I read somewhere that we must have enrolled in this setting several years ago and never realized it would prevent us from accessing our account with all other information and ID verification available. It is imperative that we regain access.

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