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Rich K's avatar
Rich K
Explorer | Level 3
2 years ago

Login Difficulty due to 2FA (can't access email)

I have a DropBox Plus Account that my credit card is being billed for at $11.99 per month. It is set-up with two factor authentication, with the access code being sent to my prior work email. I c...
account access
security
Hannah's avatar
Hannah
Icon for Dropbox Community Moderator rankDropbox Community Moderator
2 years ago

Hey Rich K, sorry to hear about this issue.

 

I would suggest reaching out to our support team directly.

 

To do that, you'll need to open a private browsing/incognito window on your browser and go to this page, where you can fill out the form and submit your request.

 

Just make sure that you put in an email address you can actually access.

 

Let me know if you come across any issues!

Rich K's avatar
Rich K
Explorer | Level 3
2 years ago

Hannah,

 

I'm confused.  Your reply says, "go to this page, where you can fill out the form and submit your request."

When I set-up the incognito window and go to the page, I don't find help options that direct me to a form.  As I stated above, I cannot access my DropBox Plus account because the two factor authentication is tied to an email I can no longer access.  So I set-up a free DropBox account (to avoid paying for a second DropBox account, since I am still being charged for the first).  When I go to the page you directed, it tells me my help options are limited to the following -  Help Center, Community and Chat Box.

 

Is the form you are referring to accessible on one of those help options?  If not, how can I reach out to your support team directly?  Is there a number I can call?

 

Thanks

Rich

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    You should be able to access the form by opening the link Hannah provided on an incognito window without signing into any Dropbox account Rich K 

     

    If you still can't find it to open a ticket from your end, please let us know and we'll send you an email to have a further look internally from our end using the email address that's associated with your profile  here, on our Community. 

    • Rich K's avatar
      Rich K
      Explorer | Level 3
      2 years ago

      Thanks - I was able to submit the ticket.  I will await a reply.

      • Walter's avatar
        Walter
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        2 years ago

        You can also share your ticket ID with us so that we can look it up in our system if needed Rich K 

         

        Thanks for keeping me in the loop too!

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