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Can't login to account.

Can't login to account.

danielysantas
Explorer | Level 3

I have a dropbox account with a different email that I haven't used in years. It requires an authentication code to login, but I don't have the authentication app anymore because it's been years. I also don't have the phone number associated to the account.

 

What am I supposed to do? It gives me no options to recover the account. It's connected to my Gmail account, so I can literally prove it's my account by just pressing "log-in".

7 Replies 7

Re: Can't login to account.

Rich
Super User II

@danielysantas wrote:

It requires an authentication code to login, but I don't have the authentication app anymore because it's been years. I also don't have the phone number associated to the account. ... What am I supposed to do?


Use the emergency backup codes you received when you activated two-step authentication.

 

 


I have a dropbox account with a different email that I haven't used in years.

If you mean that you haven't used the Dropbox account in years, then it likely doesn't exist anymore. Accounts that are idle for more than a year are deleted due to inactivity.

Re: Can't login to account.

danielysantas
Explorer | Level 3

Sorry I didn't make it clear. When I said I haven't used it in years and don't have the authenticator app, that also implied I didn't have the backup codes.

 

It still exists if it's asking me to enter the authentication code to login. If it didn't exist, it would be prompting me to create an account instead.

 

Why are there no email recovery options? The account is linked to my gmail, and I can prove it's my gmail account by just logging in. I need some photos that I know I saved on my dropbox years ago, and I have no way to recover the account.

Re: Can't login to account.

Mark
Super User II

There are recovery options - the codes you were given. 

 

Unfortunately without them the account cannot be accessed. Which is, if you think about it totally reasonable. You told Dropbox to not let anybody have access to your account without the codes sent to email or phone and agreed to keep the backup ones just in case. It would be a dangerous precedent to then allow people to circumvent that safety mechanism. Its easy to gain access to peoples Google email etc. so accessing that isnt really a secure tool.


 


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Re: Can't login to account.

danielysantas
Explorer | Level 3

So, even though I can prove that it's my account by proving that it is my email, you're basically telling me I can't recover my account?

 

Great solution, thanks.

Re: Can't login to account.

Daphne
Dropboxer
Hey there @danielysantas.

While there may not be much our Support team could assist you with, to cover all bases I'd suggest submitting a ticket with the Support team just in case.

You can do this by visiting this page via an incognito window (so you're not signed into Dropbox), and filling in the relevant info under "Submit a help request".

I hope this helps to some extent!

Daphne
Community Moderator @ Dropbox
dropbox.com/support


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Re: Can't login to account.

danielysantas
Explorer | Level 3

I've sent an email through that page and hopefully I'll get an answer... 

 

Thanks for the help 🙂

Re: Can't login to account.

Daphne
Dropboxer
Glad to be of help @danielysantas.

If you need anything else in the meantime, don't hesitate to give me a shout here.

Wishing you a great rest of your week!

Daphne
Community Moderator @ Dropbox
dropbox.com/support


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