I can't access my email in order to get the 6-digit security code. What can I do?

You are amazing Rich! The circle of endless help ended, I was actually able to send an email explaining my situation. Here's hoping someone answers and can help. Like I said, customer service used to be superb. Fingers crossed. 

Hi Jay,

The issue is not so much the 6-digit security, but the fact that it is being sent to an email account that is no longer accessible to me as I no longer work for that particular organisation and have been removed from their email accounts.

When I was working them I paid for (and continue to be charged annually) an upgrade to the 1Tb option. Not long after this I parted ways from this company and my email account was deactivated. However Dropbox continue to automatically deduct an annual subscription amount from my bank account and I cannot cancel the subscription as I need to verify via the 6-digit number being sent to an account that I no longer have access to.

I have the Dropbox subscription account number and proof of debit from my bank account. What I need is for Dropbox to send the 6-digit to either an SMS or alternative email account. Why can this not be arranged? 

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Pdv wrote:

What I need is for Dropbox to send the 6-digit to either an SMS or alternative email account. Why can this not be arranged? 

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Dropbox will not do that. Your email address is used to verify your account. Without access to the email, there's no way to access an account if your password has expired or you're being sent a one-time security code.

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... I cannot cancel the subscription as I need to verify via the 6-digit number being sent to an account that I no longer have access to.

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You can contact Support to have any future charges cancelled. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

• https://www.dropbox.com/support/billing-issues

Hi everyone,

I am sort of in a very funny situation. I cannot access my dropbox account because it says that it needs to send a verification code to my email. The problem is that I cannot access my e-mail anymore because I no longer work at my old company.

The cherry on the top is that I am currently subscribed to premium dropbox, and it is automatically withdrawing money from my credit card. I cannot even cancel that because I would have to log into my account for that. 

I have tried reaching my old company and reinstating my e-mail account for this is not an option.

So what are my remaining options?

I want to access my files.... without having to access the email. Can the dropbox staff help with changing my e-mail, since they can clearly verify my identify from my credit card?

At the very least, I want to cancel my premium because I'm not paying for it if I cannot even access my account.

Please help!

Thanks

Hey aa155, sorry to see you're having trouble accessing your account.

Indeed, without access to the email address, there's not much we can do to help you regain access to the account.

I would suggest opening a private browsing/incognito window and going to this page. Scroll down a bit and click on "can't sign in?".

You can then submit a help request to our support team, to see if there's something that can be done.

Thanks Hannah, I was able to submit a support ticket.

Happy to hear that, aa155!

If you want, you can send your ticket number here as well, so we can look up the communication in our system.

Sure Hannah! The ticket number is #22369085

Hey aa155, thanks for that! 

I can see that an agent has responded back to your email. Feel free to respond back, and provide all the necessary info, and you'll go from there.