Announcements
Do you have an idea for Dropbox Paper? Share it with us here!

default

yes

changing email while still linked on mobile

Explorer | Level 3

I have a user whose dropbox is associated with an email address she no longer has access to. Her phone has her password memorized and is presently logged into mobile dropbox. 

According to the page here, https://help.dropbox.com/accounts-billing/settings-sign-in/lost-email-access#reset

it should be possible to send a notification to this dropbox app by attempting to and failing to login at the website. 

But most of what it states there is inconsistent with how web dropbox actually behaves. The step between 1 and 2 leaves out that one must first click the "forgot your password" link. Step 2 just bring up the webpage I referred to and there is no mechanism to send notifications. What's up with this? Has the capability been removed and the webpage never updated?

Assuming the account is forever locked out on the web and on the desktop app, is there anything she can do to consolidate all the folders and files on the phone app and email herself links to download all her stuff?

 

4 Replies

Re: changing email while still linked on mobile

Dropboxer

Hello @mauricev, I'm sorry to hear about the situation, let's see what we can do!

The steps in the link there would only work if the password expired, which should be why you're not seeing the same steps when trying to go through the process.

I can suggest in this case to use the desktop app to download the data, by connecting the account through the mobile app. The exact steps for this are outlined here.

Once the desktop app is connected, it will sync the account content to the desktop. When the sync status shows "Up to date", you can unlink the desktop app from the account. 

You'll need to rename the Dropbox folder on the computer. Then, you can create a new account and connect it to the desktop app on the same computer. Once it's set up, you can copy the data from the old Dropbox folder to the new one.

I hope this helps, let me know if you have any questions about this!


Daphne
Community Moderator @ Dropbox
https://dropbox.com/support


Heart Did this post help you? If so, please give it a Like below. 
White check mark Did this post fix your issue/answer your question? If so please press the 'Accept as Solution' button to help others find it.
Arrows Counter Clock Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

Reply
Loading...

Re: changing email while still linked on mobile

Explorer | Level 3
That page doesn't mention anything about a password being expired.

How would the user connect with the desktop app if she doesn't have her password?
Reply
Loading...

Re: changing email while still linked on mobile

Super User II

@mauricev wrote:
How would the user connect with the desktop app if she doesn't have her password?

Refer to the following help article:

Reply
Loading...

Re: changing email while still linked on mobile

Dropboxer

Thanks for getting back to me here @mauricev!

I understand that it's not very clear there, as it seems to be mentioned that this is for expired passwords only within the first step. I'll make sure our team is aware of this so thanks for bringing this to our attention.

Using the "Connect a computer" method in the article linked should automatically connect the account to the desktop app without needing to enter the password.

Even if the above method gives you some issues, you can simply share the data from the account connected to the mobile app with a new Dropbox account that can be accessed.

Let me know how it goes!


Daphne
Community Moderator @ Dropbox
https://dropbox.com/support


Heart Did this post help you? If so, please give it a Like below. 
White check mark Did this post fix your issue/answer your question? If so please press the 'Accept as Solution' button to help others find it.
Arrows Counter Clock Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

Reply
Loading...
Manage Account

Have a question? Our Dropbox Community is here to help!

Post your question or search for an answer below.


Learn more about using the Community by reading our Community Guidelines.


Hi anonymous,

If you need more help you can log a ticket with our Support Team here (expected response time 24 hours), or contact us on Twitter or Facebook.

For more info on available support options, see this article.

If you found the answer to your question, please 'like' the post to say thanks to the user!

changing email while still linked on mobile
247 Views
4 Replies
0 Likes
Solved! : See solution
Looking for Dropbox Paper users
Do you use Dropbox Paper?

If so, we're starting a design feedback group and we'd love for you to be a part of it. We have paid feedback opportunities - both in person and remotely - for English speaking users based in the US.

Interested? Take the short survey to let us know.

Take the survey
Who's talking
Top contributors to this post