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Emailed changed due to name change - can't reset password/change email on dropbox

Emailed changed due to name change - can't reset password/change email on dropbox

AugustC
Explorer | Level 3

Hi,

 

My workemail has been changed due to name-change after marriage. I thus can't access the old email. I can't remember my password to dropbox, but since I can't access the old email I can't change the email associated with the account nor reset my password. I am logged in on the connected computer, but need to enter password in order to change email.

 

How to solve this?

 

/August

1 Accepted Solution

Accepted Solutions

Re: Emailed changed due to name change - can't reset password/change email on dropbox

Rich
Super User II

@AugustC wrote:

How can I get into contact with support? There only seems to be a bot I can interact with and no actual support.


The Support page shows the support options that are available to your account level. For Basic accounts, the options are this community, help articles and the chat bot, with no options for contacting Support directly.

 

For logon issues, 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.

 

View solution in original post

4 Replies 4

Re: Emailed changed due to name change - can't reset password/change email on dropbox

Rich
Super User II

@AugustC wrote:

My workemail has been changed due to name-change after marriage.


Ask your company to add an alias of your old email address to your current email account. This is standard practice when a name change occurs, so you continue to receive email sent to the previous address. It should be very easy for them to do.

 

Failing their ability to do that, refer to the following help article:

 

Re: Emailed changed due to name change - can't reset password/change email on dropbox

AugustC
Explorer | Level 3

Hey,

 

Yes the old email was active for 6months forwarding mail to me. But now its completely deactived as far as I have understood. I usually just use the desktop version of dropbox, and I'm by default logged into the browser so didn't realise that the old email was still the one registered on the account.

 

To be able to reset the email according to that link you sent it seems that I have to log out of the browser. That feels a bit scarry since I then can't log in again. Additionally all information on that link that regardes resetting a password without having access to the email connected to the account is related to when a password has expired. Are you sure it works also if the password hasn't expired?

Re: Emailed changed due to name change - can't reset password/change email on dropbox

AugustC
Explorer | Level 3

I tried the steps in the article, but when I press "I can’t recover my account using this page" I'm just sent to an info-page rather than being able to reset password via a connected device. How can I get into contact with support? There only seems to be a bot I can interact with and no actual support.

 

Specifically I am sent to: https://help.dropbox.com/accounts-billing/settings-sign-in/password-reset

Rather than to have a notification sent to my linked device (desktop)

Re: Emailed changed due to name change - can't reset password/change email on dropbox

Rich
Super User II

@AugustC wrote:

How can I get into contact with support? There only seems to be a bot I can interact with and no actual support.


The Support page shows the support options that are available to your account level. For Basic accounts, the options are this community, help articles and the chat bot, with no options for contacting Support directly.

 

For logon issues, 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.

 

View solution in original post

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    AugustC Explorer | Level 3
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