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brianskiba's avatar
brianskiba
New member | Level 2
2 years ago
Solved

I need help to get access to a Dropbox account of my child that passed away

My daughter, Alexandra, died at the start of COVID in 2020.  I just saw a bill from DropBox, and since I have a free account, realized she must have used my credit card to buy more space.   Since...
account access
  • Mark's avatar
    Mark
    2 years ago
    brianskiba wrote:

    The next question is, do we use the same procedure you point to in order to get the 2 factor authentication turned off?

    Sorry to hear of your loss 😞

     

    You will need to speak to support to see if they can turn off 2FA - they may not be able to unfortunately. However, they are the only ones who can help. The link already given is probably your best bet

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

Hi brianskiba, thanks for bringing this to our attention.

 

We're sorry to hear of your loss and understand how important it would be to view any files she may have had. 

 

We do have information in this article that should help you in relation to locating her files on an existing device, or gaining access to her Dropbox account.

 

If you need any further assistance, please let me know.

brianskiba's avatar
brianskiba
New member | Level 2
2 years ago

Thanks very much Jay. 

We have the login and password, but we no longer have her phone subscription and Dropbox is doing a second factor authentication on the phone.  We can't update the phone number as we can't login without authenticating.

The next question is, do we use the same procedure you point to in order to get the 2 factor authentication turned off?

Brian

  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II
    2 years ago
    brianskiba wrote:

    The next question is, do we use the same procedure you point to in order to get the 2 factor authentication turned off?

    Sorry to hear of your loss 😞

     

    You will need to speak to support to see if they can turn off 2FA - they may not be able to unfortunately. However, they are the only ones who can help. The link already given is probably your best bet

    • brianskiba's avatar
      brianskiba
      New member | Level 2
      2 years ago

      Mark - As I have a free account, but my daughter had a paying account, not sure how I will ever post a trouble ticket or speak to anyone in support as I can't get onto her account because of 2FA, which is what I would like to ask them to remove.  Chickens and eggs.... Brian

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

        Thanks for the update. As the account has 2FA on it, it wouldn't be possible to login to it normally. 

         

        In order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?

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