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changing email while still linked on mobile

Explorer | Level 4

I have a user whose dropbox is associated with an email address she no longer has access to. Her phone has her password memorized and is presently logged into mobile dropbox. 

According to the page here, https://help.dropbox.com/accounts-billing/settings-sign-in/lost-email-access#reset

it should be possible to send a notification to this dropbox app by attempting to and failing to login at the website. 

But most of what it states there is inconsistent with how web dropbox actually behaves. The step between 1 and 2 leaves out that one must first click the "forgot your password" link. Step 2 just bring up the webpage I referred to and there is no mechanism to send notifications. What's up with this? Has the capability been removed and the webpage never updated?

Assuming the account is forever locked out on the web and on the desktop app, is there anything she can do to consolidate all the folders and files on the phone app and email herself links to download all her stuff?

 

1 Accepted Solution

Accepted Solutions
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Re: changing email while still linked on mobile

Super User II
Super User II

@mauricev wrote:
How would the user connect with the desktop app if she doesn't have her password?

Refer to the following help article:

View solution in original post

6 Replies 6
Highlighted

Re: changing email while still linked on mobile

Dropboxer
Dropboxer

Hello @mauricev, I'm sorry to hear about the situation, let's see what we can do!

The steps in the link there would only work if the password expired, which should be why you're not seeing the same steps when trying to go through the process.

I can suggest in this case to use the desktop app to download the data, by connecting the account through the mobile app. The exact steps for this are outlined here.

Once the desktop app is connected, it will sync the account content to the desktop. When the sync status shows "Up to date", you can unlink the desktop app from the account. 

You'll need to rename the Dropbox folder on the computer. Then, you can create a new account and connect it to the desktop app on the same computer. Once it's set up, you can copy the data from the old Dropbox folder to the new one.

I hope this helps, let me know if you have any questions about this!


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


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Re: changing email while still linked on mobile

Explorer | Level 4
That page doesn't mention anything about a password being expired.

How would the user connect with the desktop app if she doesn't have her password?
Highlighted

Re: changing email while still linked on mobile

Super User II
Super User II

@mauricev wrote:
How would the user connect with the desktop app if she doesn't have her password?

Refer to the following help article:

View solution in original post

Highlighted

Re: changing email while still linked on mobile

Dropboxer
Dropboxer

Thanks for getting back to me here @mauricev!

I understand that it's not very clear there, as it seems to be mentioned that this is for expired passwords only within the first step. I'll make sure our team is aware of this so thanks for bringing this to our attention.

Using the "Connect a computer" method in the article linked should automatically connect the account to the desktop app without needing to enter the password.

Even if the above method gives you some issues, you can simply share the data from the account connected to the mobile app with a new Dropbox account that can be accessed.

Let me know how it goes!


Daphne
Community Moderator @ Dropbox
https://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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Re: changing email while still linked on mobile

New member | Level 2
New member | Level 2

Using this method, will you lose the extra data storage capacity you earned through referrals and promotions?

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Re: changing email while still linked on mobile

Dropboxer
Dropboxer

Thanks for joining us here @BadDragon!

Changing the email address associated with your Dropbox account won't affect any additional space you've earned in your account.

The only possible way to lose this space is if your Dropbox account is deleted, or the space from a promotion expired.

Let me know if you have any other questions!


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


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