Client can't sign in to Dropbox Business

[Jo C]

Hi!

I work with an MSP Company and one of our customers have trouble signing in to their Dropbox Business account.

They have just moved from Google to MS365 and used Sign in with Google before.

When we try to Click Forgot password, it says there is an account and that an recovery email been sent. 

However no email from Dropbox is being received.

Any suggestions on how to proceed?

/Jo

[Hannah]

Hey @Jo C, thanks for joining our Community!

Has this person checked their spam folder for the email?

If it's not there, one more thing they'll need to do is add no-reply@dropbox.com to their email contacts and try to reset the password again.

And if that doesn't work either, they'll have to contact us from their own account, so we can investigate a bit more.

Let me know how it goes.

[Jo C]

Hi Hannah!

There is nothing in spam folder and adding no-reply@dropbox.com to the contact list didn't help.

Advice how to proceed please!

/Jo

[Nancy]

Hi @Jo C, I hope it’s OK if l jump in here. 

They could open a support ticket directly via this link. 

When they do, they should receive a ticket number to their email address. You can attach this ticket number here, so that me or one of my colleagues can further help. 

Let me know when you have more updates!

[Jo C]

Hi!

I can't find anywhere to submit a ticket on that link.

Since we can't login to the account maybe thats why?

Customer have now been locked out for a week.

How are we supposed to get in touch with the correct support when we can't login?

[Nancy]

That shouldn’t be an issue. 

Even if the user can’t log in to their account, they should still be able to open a new ticket (email) via our Support page. 

If they still face any difficulties though, give me a nudge!

[Jo C]

Hi!

I don't see an option to mail.

See image attached.

[Nancy]

Thanks for the screenshot!

In this case, I can open a ticket for you instead and send it over to the email address that’s linked to your Community profile here. 

Let me know if that would be alright with you.

[Jo C]

Hi!

Yes please send over a ticket to my email so we can solve this.

[Nancy]

If you check your email address, you should be seeing a new message.

Please reply back in the same thread, and we’ll investigate further.

Cheers!