Forum Discussion

renkye's avatar
renkye
New member | Level 2
3 years ago

Lost 2FA and backup code

Dear all,    I need help accessing my account which contains files that are important to me. I have not used Dropbox for years so the app is not installed on any of my devices. I have also changed ...
account access
security
Walter's avatar
Walter
Icon for Dropbox Community Moderator rankDropbox Community Moderator
3 years ago

Hey renkye - sorry to hear you're having issues with this.

 

Even though I can't promise anything, I'd recommend getting in touch with our support team for further assistance directly through this form.

 

Just make sure to use an incognito window without signing into any Dropbox account and fill in all the relevant information along with an email address we can reach you at. 

 

Once you get a ticket ID from our system, you can share it with us here so that we can look it up as well, if needed.

 

I hope this helps!

renkye's avatar
renkye
New member | Level 2
3 years ago

Hello Walter,

 

thanks for your help. Here is my ticket number: 23063982

It was already closed by the support person though.

 

  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Thanks for the ticket number, renkye.

     

    Since you're already in contact with the team that specializes in these issues, there's not much more we can do on our end.

     

    I have, however, passed your comments along to the agent working on your case and have also raised its priority, so the agent will get back to you the soonest possible.

About Security and Permissions

Start a discussion in the Dropbox Community forum to get help with your account security and permissions. Find support from Community members.

The Dropbox Community team is active from Monday to Friday. We try to respond to you as soon as we can, usually within 2 hours.

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X, Facebook or Instagram.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!