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brodrig's avatar
brodrig
New member | Level 2
12 days ago

Not receiving the 6-digit security code email

I've tried following the guidance offered by dropbox support with no luck. The 6 digit code does not arrive in my email despite having added the address to my email addressbook. i've been a paid subscriber for YEARs and now i can't access much needed folders. I need these folders ASAP!!!! The online support is a vicious loop. HELP

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10 Replies

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  • Hannah's avatar
    Hannah
    Icon for Dropbox Staff rankDropbox Staff
    12 days ago

    Hey brodrig, sorry to see you're having this issue.

    Have you also checked your spam folder, to see if the email ended up there?

    Let me know what you find.

  • brodrig's avatar
    brodrig
    New member | Level 2
    11 days ago

    yes, i've checked it multiple times. Nothing there pertaining to the 6-digit security code.

    • Nancy's avatar
      Nancy
      Icon for Dropbox Staff rankDropbox Staff
      11 days ago

      Thanks for clarifying, brodrig. Since you mentioned being in touch with our support team, can you send me your ticket number, so that I can have a look and guide you from there?

    • Nancy's avatar
      Nancy
      Icon for Dropbox Staff rankDropbox Staff
      11 days ago

      Thanks for the ticket number, brodrig! I had a look at your convo with our support team and it seems that our agent is waiting for your reply, so that they can further assist you. 

      Please make sure to respond back to them in the same email thread and they’ll investigate this for you (just make sure to reply at your earliest convenience, since the ticket may close automatically after a few days of inactivity).

  • brodrig's avatar
    brodrig
    New member | Level 2
    11 days ago

    I went to reply and receive the following: 

     

  • brodrig's avatar
    brodrig
    New member | Level 2
    11 days ago

    To be frank, gaining access to an account I've paid for for several years should not be this difficult. I need a direct, clear resolution ASAP.

    • Megan's avatar
      Megan
      Icon for Dropbox Staff rankDropbox Staff
      11 days ago

      Hey brodrig, let me jump in here! 

      Even if your case has been marked as solved, you should still be able to reply back to the agent working on it.

      Can you try accessing the email chain directly through your email address? That way you should be able to reply back to it. 

  • brodrig's avatar
    brodrig
    New member | Level 2
    11 days ago

    i think i replied back to it. difficult to tell.

     

    • Walter's avatar
      Walter
      Icon for Dropbox Staff rankDropbox Staff
      11 days ago

      Thanks for the update brodrig 

      I just took a look on our system and I don't see a reply on your ticket. Could you try again? 

      If you do and still have issues, you can let  us know and we'll reach out via email from our end to assist you further. 

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