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I need my support ticket escalated, since I can't access my account due to an incorrect password.
On 6/7 I contacted customer support regarding an account that I haven’t access since 2015. I recently realized that there are photos of a deceased family member on there that I don’t have anywhere el...
Hi Boatman,
I'm one of the community moderators at Dropbox. I've been in this situation before so I know how frustrating it can be.
By the sounds of it, it seems like the password you're using is genuinely incorrect. Keep in mind, if one of our customer service agents removed the second factor authentication, it's extremely unlikely that this had any effect on your current password. While they are related in concept, they are two completely different functionalities.
I would highly recommend that you try other passwords on the off chance that might be the issue.
Also in regards to the other user you referenced who's issue was resolved, keep in mind that no two cases are completely the same and we can't speak to other specific cases. There might have been things in the background that are different to this case.
I hope this clears things up and apologies I could not give you better news.
Thank you for your reply! I’m just frustrated that I don’t seem to be receiving the same level of customer service and results that others have.
I’m definitely watching closely for emails and responding as soon as I see them. The last one came through after 1am my time and I was asleep. But I responded to it first thing this morning at about 5am.
I keep hearing that I’m speaking to the best person possible, but I’ve been told I need to speak to an “account security manager”. Nobody has indicated whether or not that’s who I’m in touch with.
Hannah
Dropbox Community Moderator
Dropbox Community ModeratorHey Boatman, I hope it's okay for me to jump in here as well.
I went through your case and I completely understand why you're frustrated.
From what I can also see from your ticket, you're already in contact with a member of our team that does specialize in these kinds of issues.
So, just make sure to keep replying to them, and they will assist you further.
If there's anything else you need, let us know.
Still waiting to hear back. I did not receive any emails yesterday. :(
Everyone who has spoke to me has insisted they can’t help me. I am willing to provide any form of identification needed (photo id, billing statements, video selfie) to prove I am the account owner. Other sites (like instagram) use these types of verification to help users regain access to their accts. I know others who have been able to regain access through verification who were also being told they had the wrong password.
Representatives stopped replying to my emails and I feel like I’m just being ignored at this point. The last time someone responded to my email was 3 weeks ago. I guess they’re just hoping I will go away.
- Nancy
Hey Boatman, I’m sorry to hear about the whole situation.
In general, if you don’t have access to your associated email address and your Dropbox password doesn’t get accepted either, there’s not much our team can do indeed, due to security reasons.
However, when it comes to the “account security manager” that you mention, is this something you saw here on our forum? If yes, can you send me a link to the post you’ve seen, so that I can take a look?
Other than that, another workaround that we usually suggest, in cases like this, is to contact your ESP; your ESP may be able to recover your old email address for a little bit, so that you can reset your Dropbox password and log in to the Dropbox account in question/update your Dropbox email address to one you can access.
Finally, it may be worth checking any old devices of yours; if you had the desktop app installed on one of them, there may be remnants of your local Dropbox folder there, along with the files you’re looking for.
Unfortunately, my email has been deactivated by my ESP due to inactivity. It’s a yahoo address and they will not help.
One individual who was experiencing the same problems I am - had their thread here deleted… not sure why? But they did write a blog on what happened. It took them 6 months to regain access, but eventually someone verified their identity and helped them reset the password without email access
so, I see it’s possible - it’s just not being offered to me
