Our Community is in read-only mode until April 8th, learn more here. You can still search existing threads or get help via Dropbox Support, the Dropbox Help Center, or Learn.
Forum Discussion
I'm locked out of my account both on Desktop and Mobile and 2 factor authorization won't work
Dropbox Plan Plus Are you a Team Member or Admin? Admin Do you have access to the email linked to the account? Yes Are there any devices connected to your Dropbox account? Have mobile but now ...
Please you have to help me. I am the rightful owner of the account and have been a customer for over 10 years. I have so much music in there that only exists there. I already lost so much music forever when my laptop was stolen. There has to be another way. If I'm not able to get back in to my account, I'll have lost everything and I don't know how I could go on. There is tons of music in there. How can there not be another solution? It makes no sense. I didn't even log out, I was logged out...all for changing my Gmail password. There has to be another way to prove ownership of the account. I can provide the phone number that was linked to the account. I can detail folders/files that exist in the account. How can there be solution for people in my situation? This is all coming down to the fact that I changed my phone number. There must be another solution. I can get an authenticator app. I'm using the same device that has Dropbox mobile on it, the same phone that my old number was linked to, I've just changed sims because I'm living abroad.
Megan
Dropbox Community Moderator
Dropbox Community ModeratorHey there Shiversnyc!
I can definitely see where you're coming from, and how stressful it is to be locked out of your account, especially when you want things to go back to normal. I'm really sorry you're dealing with that. On my end I've passed your latest comments directly to the person handling your case, and made sure your ticket's priority was changed to "High" from our side.
Since the support team is already actively investigating through email, they're the ones with the tools and access needed to resolve this. With that being said there isn't much more we can do here on the forum.
Thanks a lot for your patience while they team works this out.
If you need something else, please let me know and I will be more than happy to help every step of the way.
