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I'm facing an issue logging in to my account & locating the emails from my support interactions.

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I'm facing an issue logging in to my account & locating the emails from my support interactions.

Explorer | Level 3

I recently changed my account email id primary and secondary. I was able to get verification email for both and have verified. However, the password is not working now its says incorrect user name and/or password. I have tried resetting but the reset email hasn't come yet. I have checked spam and everything else. can someone please help? i am trying to chat with customer service they keep saying we will communicate via email. but that is precisely the problem. 

I am getting correspondance and support confirmation email but no email for password verification. please help? 

1 Accepted Solution

Accepted Solutions
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Re: problems after changing account id

Dropboxer
Hey there (@taha123), sorry to hear about any distress caused. Please bear in mind that we can only proceed with account-specific matters via our Official Support channel Taha (that’s because we’ll need to have direct access to sensitive details to further advise). Following your post here, I located your open request on our system & I could see that you’re currently discussing that with my colleague there. I’ve included a note of your comments, just in order to have all relevant details in the same email chain. 
 
If you aren’t receiving our emails, let me quickly suggest logging in to our support system by visiting dropbox.zendesk.com with the email address you used to write us initially, so as to see the message they’ve sent you. You‘ll need to create a password there, as it is separate from your Dropbox account. 
 
I hope that this gets resolved soon for you & please do let me know here in case you need further assistance in any way & I’ll check back with you asap. Thanks!  

 


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

 

Heart Did this post help you? If so please give it a Like below. 
 Did this post fix your issue/answer your question? If so please press the 'Accept as Best Answer' button to help others find it.
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View solution in original post

5 Replies 5
Highlighted

Re: problems after changing account id

Dropboxer
Hey there (@taha123), sorry to hear about any distress caused. Please bear in mind that we can only proceed with account-specific matters via our Official Support channel Taha (that’s because we’ll need to have direct access to sensitive details to further advise). Following your post here, I located your open request on our system & I could see that you’re currently discussing that with my colleague there. I’ve included a note of your comments, just in order to have all relevant details in the same email chain. 
 
If you aren’t receiving our emails, let me quickly suggest logging in to our support system by visiting dropbox.zendesk.com with the email address you used to write us initially, so as to see the message they’ve sent you. You‘ll need to create a password there, as it is separate from your Dropbox account. 
 
I hope that this gets resolved soon for you & please do let me know here in case you need further assistance in any way & I’ll check back with you asap. Thanks!  

 


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

 

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

View solution in original post

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Re: problems after changing account id

Explorer | Level 3

Thanks Jane.

 

I tried going on dropbox.zendesk.com, and creating an account. I got the below message. Not sure what to do next. 

 

Someone using this email address has already signed up for a profile with Dropbox Support. This organization has multiple portals, so you might have signed up somewhere else already.

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Re: problems after changing account id

Dropboxer
Hmmm… It seems like you tried to sign up for a new account however you already had an account on our support system Taha (@taha123). As I’d like to expedite matters for you, I’ve made sure to forward your request to the relevant specialized team’s inbox with increased priority, so you may expect a reply from them on that email chain soon. 
 
I hope that this is-even slightly- helpful to you & please do let me know here in case you need further assistance in any way & I’ll check back with you asap. Thanks again for bearing with us Taha! 

 


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

 

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

Highlighted

Re: problems after changing account id

Explorer | Level 3

It's been more than 48 hours and no one has responded. This is such a small issue. Can you please expedite this. 

Highlighted

Re: problems after changing account id

Dropboxer

Thanks for pinging me back here @taha123; I can see on my end that our higher-level technician replied back to you on your open ticket approximately 12 hours ago. Have you received their message? 

 


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

 

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

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