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Forum Discussion
Log in without access to email address (one-time code is being sent)
This should be a simple problem to fix if the Auto-Assistant or a search of documents provided an answer. A catch-22. Does Dropbox have anything like live support to address issues not covered?
Rich
Super User II
Super User II
gbfreeborn wrote:
how do I login to my existing account if the authentication code is sent to a closed email account?
You can try contacting Support, but without access to the email account you may not be able to gain access to the Dropbox account. You need to maintain an active email address on your account so you can receive password resets and one-time security codes used during sign in.
To contact Support, visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.
Hi Rich,
Thank for your response. Unfortunately it does not include a fix. As mentioned this is a Catch-22. I cannot access my account so I cannot update my Profile to include an active email address due to an authentication code being sent to a dead link. I have tried to get a support fix for this situation for two weeks. Why is there no live support anything? The $11.99 rate does include Live Chat but the chat is unavailable and we must email. This is very disappointing. Why is this situation not addressed in the documentation? This poor support from Dropbox is unacceptable for an existing paid 8 year subscriber.
- Mark
The situation is addressed in the documentation - if you loose access to the email you will probably loose access to the account.
Chat is available on the paid plans, but, times will vary depending upon where you area. You can see that at www.dropbox.com/support
Mark, The situation is discussed but there is no fix other except contacting Dropbox support. I have an $11.99 account which includes LIVE CHAT. Unfortunately, over the past two weeks LIVE CHAT is down and only email support- that is supposed to be one business day. Not seven days and counting with no resolution. Of course there is no phone support. Am I to pay for an account I cannot access with important family information? I have been a subscriber for eight years. This is extremely poor tech support.
- Rich
gbfreeborn wrote:
... there is no fix other except contacting Dropbox support.
Have you tried contacting support as I described in my original reply? That is you're ONLY option you have available at this point. You need to visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.
There may be a slim chance that they can help you gain access to the account. If they can't, they will at least help you to get the subscription canceled so you're no longer charged.
I have an $11.99 account which includes LIVE CHAT.The support options available to a paid account are only available if you're able to sign in to the account (the Support page shows the options available based on how you're signed in). This is likely why live chat isn't available for you, and why you MUST open a ticket using the steps described above.
If you've already opened a ticket, reply here with the ticket number and a Dropboxer may be able to check the status for you.
