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Unable to log in or reset password for two accounts

Unable to log in or reset password for two accounts

wcrouse
Explorer | Level 4

I was unexpectedly logged off of Dropbox from two separate devices. I am now unable to log in to either of my two Dropbox accounts on either device. When I try to reset the password for either account, I do not receive the email to reset my password and log in. I've submitted a support request (Ticket #14787712) but have not received any response. I had to make a third Dropbox account (this one) in order to post this message. I've been unable to access my files for about a week and a half... please help!

7 Replies 7

Re: Unable to log in or reset password for two accounts

Jay
Dropboxer
Hi @wcrouse, thanks for messaging today!

Could you try adding no-reply@dropbox.com to your contacts list and then try resetting the password again?

Also, check the junk the junk/spam folder just in case it went there.

Keep me updated with any progress!

Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: Unable to log in or reset password for two accounts

wcrouse
Explorer | Level 4

Thanks @Jay . I added no-reply@dropbox.com to my contacts and tried to resend the password reset emails. I still did not receive the emails for either account, using either my Gmail or Outlook addresses. The emails are also not in my spam folders. I have previously received emails from Dropbox without issue.

Re: Unable to log in or reset password for two accounts

wcrouse
Explorer | Level 4

Bumping this as I have not yet been able to resolve this issue.

Re: Unable to log in or reset password for two accounts

Jay
Dropboxer
Could you create two new tickets to contact the team for each account you're having issues with?

You can do this by opening an incognito/private browsing window, while not signed into your account, and accessing this link. Make sure to enter the same email you use to login to Dropbox. 

Once you get a ticket IDs from the automated response, please let me know the numbers here so I can locate it in our system!

Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: Unable to log in or reset password for two accounts

wcrouse
Explorer | Level 4

Thanks @Jay. I have submitted two tickets, one for each account. The tickets are #14892586 and #14892591. Please let me know how to proceed.

Re: Unable to log in or reset password for two accounts

Jay
Dropboxer
Thanks, I've replied to both those tickets. Please could you reply to them when you get a chance.

Jay
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
:arrows_counterclockwise: Still stuck? Ask me a question!
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Re: Unable to log in or reset password for two accounts

wcrouse
Explorer | Level 4

@Jay Thanks, replies sent

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    wcrouse Explorer | Level 4
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    Jay Dropboxer
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