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I have troubles getting into my account. Can you help?

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I have troubles getting into my account. Can you help?

Explorer | Level 3

Hello-

I cannot log into an old account of mine because it has my old telephone number on it only and I do not know my supercode. Can you help?

7 Replies 7
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Re: Logging into account

Super User II

If you don't have your emergency backup codes, then you won't be able to gain access to the account.

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Re: Logging into account

Explorer | Level 3

I have things in it I need. It's tied to my email. Why can't they send a verification to my email instead? This doesn't make sense.

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Re: Logging into account

Super User II

@kedens wrote:

Why can't they send a verification to my email instead? This doesn't make sense.


You activated two-step authentication on your account so it would send verifications to your phone, correct? Then you're now asking to do bypass specifically what two-step authentication was meant to prevent; access to an account without proper verification through the method you set up.

 

When you no longer have access to the device required for authentication, you have to use one of the emergency backup codes that was provided to you. That's the entire purpose of those codes; to gain access to the account when the original device is no longer available.

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Re: Logging into account

Explorer | Level 3

I do not recall doing this. I have access to the email that is on the account. Is there a # I can call to get this info? I am willing to pay for the service but cannot get into the account.

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Re: Logging into account

Super User II

@kedens wrote:

Is there a # I can call to get this info?


No, there isn't. You can find the support options available to you on the Support page. If you go to the page while you're NOT signed into an account, you'll see a button for sign in issues.

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Re: Logging into account

Explorer | Level 3

So what is someone in my position to do? It is the account assocaited with my email address. That is the email address I wish to use. I would not have opted into the voluntarily unless is was a defalut. I don't understand this...There should be a way to circumvent this by calling in.

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Re: Logging into account

Super User II

@kedens wrote:

There should be a way to circumvent this by calling in.


Phone support is only available on Business Advanced plans. If you follow the steps in my previous reply, you'll find an option to submit a request to Support. Make sure you're not logged into any Dropbox account.

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