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Charlie Zhang's avatar
Charlie Zhang
Explorer | Level 3
2 years ago
Solved

Not receiving the 6-digit security code

Hi  Dropbox,   Please help me to recover my dropbox account registered under my work email address. The IT guy said there is no block for dropbox email. but I still can't receive the 6 digit emai...
account access
security
  • Nancy's avatar
    Nancy
    2 years ago

    That's great, Charlie Zhang! I've located your ticket in our system and left an internal note for our team to see. As soon as they've reviewed your case, they'll reply back to you.

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

Did you make sure to open a ticket while NOT being signed in to ANY Dropbox account? This is an important step to make sure the ticket will end up in the correct queue.

Charlie Zhang's avatar
Charlie Zhang
Explorer | Level 3
2 years ago

Hi Nancy,

Thanks for reply.

This is the ticket I received in my email before I asked you guys for help. I can't remember if I was log in or not. Do you want me to get another ticket? 

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    2 years ago
    Charlie Zhang wrote:

    I can't remember if I was log in or not. Do you want me to get another ticket? 

    If you were signed in to the account you're signed into now, then it won't help you. To be safe, I'd open another ticket.

     

    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.

     

    • Charlie Zhang's avatar
      Charlie Zhang
      Explorer | Level 3
      2 years ago

      Hi Rich, I tried but can't see the link for another ticket. could you please let me know where is the link for a new ticket? thanks,

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

        Charlie Zhang, did you open an incognito window on your browser and pasted the URL Rich attached above? You’ll need to open a brand new ticket from there and follow the prompts again.

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