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Unable to login as my password was reset and I no longer have access to the email address.

Unable to login as my password was reset and I no longer have access to the email address.

Explorer | Level 3

Hello,

 

I have a strange situation, where I know the password and account for dropbox, but I can't login because it says my password is expired.

I can't access my email address linked with dropbox, because it no longer exists.

When I tried to update this old email address which is no longer available with a new one, my dropbox password expired, and it logged me out.

Is there a way beside the non working email address to remove the restriction, and be able to login with my current account and password?

This is what I get after logging in:
image_2021-01-04_124756.png

Thanks.

1 Accepted Solution

Accepted Solutions

Re: Unable to login as my password was reset and I no longer have access to the email address.

Dropboxer

Thanks for getting back to me here @Fulguletz!

 

In this case, I would suggest reaching out to our Support team for some help with this.

 

To do so, please submit a help request from this page, via an incognito window (so you're signed out of Dropbox).

 

Please just make sure to enter an email address that you have access to, so that you can receive the reply from our team via email.

 

You can also let me know the ticket number (eg. #1234567) that you receive for your case, so that I can pass along the info you provided here already.


Daphne
Community Moderator @ Dropbox
dropbox.com/support


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View solution in original post

9 Replies 9

Re: Unable to login as my password was reset and I no longer have access to the email address.

Dropboxer

Hello @Fulguletz, I'm sorry to hear about the situation!

 

Do you possibly have any devices still connected to your account? For example, the desktop or mobile app.

 

If so, you can try the steps outlined here to reset the password through the connected device.

 

Let me know if this helps!


Daphne
Community Moderator @ Dropbox
dropbox.com/support


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Re: Unable to login as my password was reset and I no longer have access to the email address.

Explorer | Level 3

Hello,

 

Unfortunately, no. The only device I was logged into was the browser that logged me out when I tried to change the email.

The problem is I also have an active subscription, which will autorenew in a few days. So it there alteast a way to remove the payed subscription?

 

Regards,

Re: Unable to login as my password was reset and I no longer have access to the email address.

Dropboxer

Thanks for getting back to me here @Fulguletz!

 

In this case, I would suggest reaching out to our Support team for some help with this.

 

To do so, please submit a help request from this page, via an incognito window (so you're signed out of Dropbox).

 

Please just make sure to enter an email address that you have access to, so that you can receive the reply from our team via email.

 

You can also let me know the ticket number (eg. #1234567) that you receive for your case, so that I can pass along the info you provided here already.


Daphne
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
Still stuck? Ask me a question!
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View solution in original post

Re: Unable to login as my password was reset and I no longer have access to the email address.

Explorer | Level 3

It seems now I can't click on the ticket in the UI in the account, even though I see it. I wonder how can a giant like dropbox have so many bugs and issues. And this is for a payed account, not a free one. 

Guess I will need to find a replacement, because these are wasted money

Re: Unable to login as my password was reset and I no longer have access to the email address.

Explorer | Level 3

@Daphne It seeems Ticket #11848798 has been solved, but I got no reply from anyone. Is this a bug in this messy platform?

Re: Unable to login as my password was reset and I no longer have access to the email address.

Dropboxer

In that case, I'd suggest trying an incognito window without signing into any account @Fulguletz.

 

When on this page, click on the 'Need help with a billing issue?' button and submit a Help Request from the relevant option at the bottom of the page.

 

You'll need to input your payment's information along with an email address we can reach you to sort this out. 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Re: Unable to login as my password was reset and I no longer have access to the email address.

Explorer | Level 3

Just to be sure we are on the same page.

Is this the page where I am supposed to put the compaint?
Because here it asks for the email that I stated in this post that I do not have access to anymore, because that is what I was trying to do. Change the email address that I have no longer access to while logged in, but it logged me out, and invalidated my working password. Is there no human I can actually talk to in order to solve this issue? Because it seems that Dropbox really hates the customers, and is never willing to help. There is a circle I am going around into, because no one is reading the problems users have.

 

image_2021-01-06_125537.png

Re: Unable to login as my password was reset and I no longer have access to the email address.

Explorer | Level 3

And you have just billed me on an account that I can't access. This is already starting to be bad, because I am paying for a service that I can't use.

Re: Unable to login as my password was reset and I no longer have access to the email address.

Dropboxer

I'm sorry to hear you're still having issues with this @Fulguletz.

 

May I reach out via the email address that's connected to your Community's profile to look further into this?


Walter
Community Moderator @ Dropbox
dropbox.com/support


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