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Inaccessible account due to lost 2FA options with existing support ticket
Hi everyone,
I'm posting this from a new Dropbox account because I'm completely locked out of my original one, and support hasn’t been helpful.
I’ve been going back and forth with Dropbox support (Ticket #24909124) and keep getting the same scripted responses, even after clearly explaining that I don’t have access to:
- My old phone or number
- Any backup codes
- Any linked device
I get that security is important, but there should be some way to recover an account—ID verification, billing info, anything. Right now it feels like I’m being shut out permanently with no real path forward.
Has anyone dealt with this before or successfully escalated a similar issue? Is there a way to get past the generic support and reach someone who can actually review the situation?
Would appreciate any advice or tips.
Thanks,
Pasha
I just wanted to thank the Dropbox support team.
They help me to recover the account.
Thanks!
11 Replies
- Hannah
Dropbox Staff
Thanks for reaching out to us, Pasha-Rhett.
I'm sorry to hear about your experience.
The best way to go about issues like these, where access to account specific info is required, is through our support team.
So, I'd suggest you continue working on this with the agent that's currently on your case and they'll escalate it, if need be.
On my end, I've passed your comments along and raised the priority of the ticket, so hopefully you'll get to the bottom of the issue really soon.
Let me know if you have any questions.
Hi Miss! Please hep me, I have a problem with two factor authetication code.
This is a different account. So unfortunately, since it is a business account, there had been recent change of passwords and because of that whenever we try to log in no matter how accurate the email and passwords are, since the 2FA is on and my phone number is accessible, it still gets an error quote ".. couldn't send text". We have done this for hours.
We cannot log in and we need it for work. Please help us to have the account in good network or bug fix so the authentication code can be sent.The best way is to contact the support team
- Rich
Super User II
Has anyone dealt with this before or successfully escalated a similar issue?
Only support will be able to help you with this, but it would be extremely rare to be able to gain access to an account protected with 2FA when you don't have the authentication device, a backup device or the backup codes.
Look at it this way. You protected your account in such a way that it's impossible to gain access without the proper authentication methods, and now you're asking Dropbox to bypass those authentication methods.
- Mark
I get that security is important, but there should be some way to recover an account
There is. The backup codes you were given. That is your recovery tool - which you have to tick to agree that is the case before they are issued.
I appreciate all the replies.
However, even for more serious accounts—like a Google account—if you lose access to 2FA or backup codes, recovery is still possible using a passport or other government-issued ID.
It feels surprising that Dropbox, being such a major platform, doesn’t offer a similar identity verification option for account recovery.
- Mark
even for more serious accounts—like a Google account—if you lose access to 2FA or backup codes, recovery is still possible using a passport or other government-issued ID.
Which is why lots of people wont trust it with their data - because its so easy to fake those or get them 'made' online.
I just wanted to thank the Dropbox support team.
They help me to recover the account.
Thanks!
