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Missing account - I can't log into my paid account, what can I do?

Missing account - I can't log into my paid account, what can I do?

jimibackhouse
Explorer | Level 3

I couldn't log into my account last week (Dropbox Premium) and it seems to be missing. 

I'm finding it very difficult to get in contact with anyone regarding this. 

I've been a paying customer for a long time and I need the files which were in my account for work. 

Could somebody please check the account for me?

9 Replies 9

Re: Missing account - I can't log into my paid account, what can I do?

Daphne
Dropboxer
Hello there @jimibackhouse, I'm sorry to hear you're having trouble with this!

Just to make sure we're on the same page, can you let me know exactly what issue you're having with signing into your account?

If you're getting any errors, please send along a screenshot of this excluding any personal info.

Let me know and we can go from there!

Daphne
Community Moderator @ Dropbox
dropbox.com/support


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Re: Missing account - I can't log into my paid account, what can I do?

jimibackhouse
Explorer | Level 3

Hi Daphne, 

at first I was getting a message saying that my credentials weren't recognised. On one of my attempts to log in I seem to have created an account, even though I already have one with the same email address. 

There aren't any error messages, but when signed in now, there's absolutely nothing in my Dropbox.

 

Thank you

Re: Missing account - I can't log into my paid account, what can I do?

Daphne
Dropboxer
Thanks for getting back to me here @jimibackhouse.

In this case, since you mentioned that you have a paid account, can you use the lookup tool here to double check which account the charges for the plan are associated with?

It's only possible to have one Dropbox account associated with a specific email address, so this will help us check if there are any potential typos or other issues.

Daphne
Community Moderator @ Dropbox
dropbox.com/support


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Re: Missing account - I can't log into my paid account, what can I do?

jimibackhouse
Explorer | Level 3
Hi Daphne, 
It's for the account registered with [email removed as per Community Guidelines]

Re: Missing account - I can't log into my paid account, what can I do?

Daphne
Dropboxer
Please don't post personal info here on the Community @jimibackhouse, as this is a public forum. I've removed the email address for your security.

Is this the email address that you use for your Dropbox account? Does this show as the email linked with you subscription charges when you use the lookup tool I mentioned above?

Daphne
Community Moderator @ Dropbox
dropbox.com/support


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Re: Missing account - I can't log into my paid account, what can I do?

jimibackhouse
Explorer | Level 3

That's correct yes

Re: Missing account - I can't log into my paid account, what can I do?

Daphne
Dropboxer
In this case, I'd suggest reaching out to our Support team so that they can look into this further with you @jimibackhouse.

The best way to locate the account would be through the billing team using the associated charges for the account.

You can submit a ticket with them via this page, and let me know the ticket number you receive (eg. #1234567) so I can pass along your comments from here. Thanks!

Daphne
Community Moderator @ Dropbox
dropbox.com/support


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Re: Missing account - I can't log into my paid account, what can I do?

jimibackhouse
Explorer | Level 3

Thanks Daphne, although I have already opened two tickets previously regarding this issue (which now appear to be closed) despite not receiving any response whatsoever to my issue. 

The previous tickets were: #12144386 and #12105900

I've been quite disappointed with the support I've received so far and it's been difficult to get in touch with anyone. Surely there's a way for somebody at your end to find my account history and therefore what has happened to it? 

Re: Missing account - I can't log into my paid account, what can I do?

Daphne
Dropboxer
Thanks for those @jimibackhouse, and I'm sorry to hear about your experience with that.

I've just followed up with you there, so please check your inbox when you have the time and we can go from there - cheers!

Daphne
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
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