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Forum Discussion
Keyonkk
3 years agoHelpful | Level 5
I can't access my email in order to get the 6-digit security code. What can I do?
I can login successfully, but needs me to check 6-digit code in email.
Before immigration, login dropbox never needs me to check 6-digit code in email.
After immigration, it needs me to chec...
- 1 year ago
It is very unlikley you will be able to access the account without access to either a device (mobile possibly?) with Dropbox installed already OR the email.
https://help.dropbox.com/account-access/lost-email-access
You will need to log a ticket with Dropbox while not logged in - even to here so try an incognito browser and use the option to get account support from www.dropbox.com/support.
Jessicalee11
2 years agoExplorer | Level 4
Iāve read all the guidelines and I donāt think thereās much that can be done at this point but I canāt give up. Iām hoping there is some miracle that can help get me back in to my account. Basically I got a new phone today as my old one had been glitching (especially with my email account) so I got a bit anxious got a new phone and just did a wipe of my old one. I wasnāt worried about losing anything other than all my photos and videos which I had backed up to Dropbox and was planning to just re download all of them to have them in a second place. Anyway, I logged in to drop box on my new phone browser and changed my password (I was anxious about why my email was not working properly, but thought I still had access to it at this point). I set up 2FA and was going to change my email address as well but accidentally closed the browser. I went to log back in and it was saying password incorrect. The only thing I can think of is that I have mistyped a letter in the new password. So I went to log in to my old email through the browser and also canāt access this (I havenāt logged in in over a year as Iāve just used the app on my phone previously). So in the space of a few hours, Iāve gone from having access to my Dropbox and my email, to having access to none of them. Iām trying to get my email account recovered, but itās not looking good at this point. Iām still so worried that itās been compromised. I donāt care about accessing the email address that much, except for needing it now to get in to Dropbox.
So basically no access to the email and now no access to the password. Which from the looks of it means I just lose the account. Iām not sure how it works behind the scenes but there has to be a way for me to prove itās me and that itās my account. I know what the password was up until about 4 hours ago, I know if/how many times itās been changed previously, when the account was opened, I know how much I pay and exactly when those payments are made (with banking proof), I know what banking details I use to pay and that my card on file has just expired (which is another concern as I donāt want my account to be delete due to non payment), I have access to both phone numbers listed for 2FA and my list of emergency one use codes. I know the file names and all the contents, I can provide proof of ID, the details of any device used to log in to the account previously and basically anything else that can be thought of. I understand the security measures are in place for a reason (and the whole reason I chose to use Dropbox in the first place) but there has to be a way for me to prove thatās my account. Iāve been sitting hear in tears for a few hours because I think Iāve just lost every photo and video of my kids from birth. It might not seem like much compared to business documents or whatever - but itās everything to me. I had planned to back them up on to a hard drive as well but because I had them on my phone and Dropbox I wasnāt rushing to it and now I feel so stupid. My anxiety is through the roof and this honestly feels like the end of the world for me. If thereās anyone that can think of anything at all that might help, I would really appreciate it.
Thank you so much,
Jess.
So basically no access to the email and now no access to the password. Which from the looks of it means I just lose the account. Iām not sure how it works behind the scenes but there has to be a way for me to prove itās me and that itās my account. I know what the password was up until about 4 hours ago, I know if/how many times itās been changed previously, when the account was opened, I know how much I pay and exactly when those payments are made (with banking proof), I know what banking details I use to pay and that my card on file has just expired (which is another concern as I donāt want my account to be delete due to non payment), I have access to both phone numbers listed for 2FA and my list of emergency one use codes. I know the file names and all the contents, I can provide proof of ID, the details of any device used to log in to the account previously and basically anything else that can be thought of. I understand the security measures are in place for a reason (and the whole reason I chose to use Dropbox in the first place) but there has to be a way for me to prove thatās my account. Iāve been sitting hear in tears for a few hours because I think Iāve just lost every photo and video of my kids from birth. It might not seem like much compared to business documents or whatever - but itās everything to me. I had planned to back them up on to a hard drive as well but because I had them on my phone and Dropbox I wasnāt rushing to it and now I feel so stupid. My anxiety is through the roof and this honestly feels like the end of the world for me. If thereās anyone that can think of anything at all that might help, I would really appreciate it.
Thank you so much,
Jess.
Hannah
Dropbox Community Moderator
2 years agoHey Jessicalee11, thanks for reaching out to the Dropbox Community.
I'm really sorry to see that you're having this issue.
Can we send you an email to the address associated with your Community profile here, so we can investigate this further?
- Jessicalee112 years agoExplorer | Level 4Thank you Hannah, I would really appreciate that. Is there a way to send it so itās not visible in the forum? Otherwise I can post it and then delete it out of the post once you have received it.
- Jessicalee112 years agoExplorer | Level 4Oh I just realised I donāt actually have to post my email but that you can access it already! That would be really appreciated, Thank you!
- Jessicalee112 years agoExplorer | Level 4Iām so sorry to keep replying. Iām just wanting to make sure you do have the email address you need to get in contact?
- Rich2 years ago
Super User II
Jessicalee11 wrote:
Iām so sorry to keep replying. Iām just wanting to make sure you do have the email address you need to get in contact?They'll pull it from your community profile, so you should be all set as long as that email is up-to-date.
- Jessicalee112 years agoExplorer | Level 4Thank you š
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