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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.
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
Dropbox Community Moderator
Dropbox Community ModeratorHey 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
- Mark
Super User II
it’s just not being offered to me
Which means there is a reason for that I'm afraid.
However, what I would say is this bit....
regarding an account that I haven’t access since 2015
If you've not accessed it in that long there is no data in it I'm afraid. Accounts are wiped after 12 months due to inactivity. So, even if you did get access there would be no data within it. I wonder if thats why they cannot open it because it no longer has data etc. within it.
(Note I dont work for Dropbox so I'm guessing here).
- Neal
Community Manager
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.
