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How to deactivate account with expired password and email address?

New member | Level 1

Hi,

I have an urgent issue with my dropbox account. I was told to have expired password but I have no access to my email address to reset the password. My email address was cancelled by the university since my graduation from the university, and the IT department guys at my university cannot restore my email address. I have emailed many many times to dropbox but no response has been made, except for the automotive replies, which are not helpful at all. I have also emailed several times to dropbox to ask for deactivating my account and get my refund, as I am the dropbox pro user and I paid monthly fee with my credit card. I was afraid of being charged while I do not have access to my account anymore. Yet no reply from dopbox, which makes me very very mad. Can anyone here can help me resolve this critical issue? Thanks very much!!!!!

P.S., In order to post an inquiry here, I have no choice but need to create a temporary account....this is awful. 

Mia  

8 Replies

Re: How to deactivate account with expired password and email address?

Super User II

Unfortunately, without access to the email address associated with your account, there's no way to recover access to your account. The only thing you can do is open a support ticket and request that the subscription be canceled. Make sure you specify the email address of the account in question.

Open your ticket here: https://www.dropbox.com/support
Track your ticket here: https://dropbox.zendesk.com

Replies take approximately 1 - 3 business days with Pro users getting priority (longer for Basic users).

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Re: How to deactivate account with expired password and email address?

Explorer | Level 4

Was this ever resolved for you?  I know you created a temporarily account and will probably never see this... but I'm literally in the same exact situation and feeling really awful about losing ~2 GB of content.

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Re: How to deactivate account with expired password and email address?

Super User II
There isnt anything to resolve I'm afraid.

Unless you have access to devices with Dropbox installed or the email address you cannot get the account back - the email address is the proof that you are the owner of the account. Without that you have no proof. After all, if you did have access to the email you wouldnt be happy if somebody else pretended to be you and claimed the account would you?

 


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Re: How to deactivate account with expired password and email address?

Explorer | Level 4

I am also in this same situation, but I am loosing 50GB!?  This is rediculous...  I have also created 2 tickets that were closed without any reply.  I just made a 3rd...  There has to be some way to prove my identity.  If this is how they treat customers I'm never using dropbox again after almost 10 years.

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Re: How to deactivate account with expired password and email address?

Super User II

grantadavis wrote:

There has to be some way to prove my identity.


Unless you have a form of payment linked to your account, there likely isn't. The only other possibility (maybe!) is if you still have a device linked to your account and working. Dropbox might be able to use that as proof. If you don't have that, there's nothing they can do.

 

Perhaps try to contact the email provider you used and ask that your account be recreated.

 


If this is how they treat customers I'm never using dropbox again after almost 10 years.

You've lost access to both items needed to gain access to your account. One of those items, your email address, is what shows that the account is yours. It's your responsibility to ensure these items are kept up to date; not Dropbox's. This holds true for just about every service out there that uses your email address as your login. Remember, Dropbox has no other information about you (unless you're a paying customer). There's nothing else they can trust to prove identity.

 


I have also created 2 tickets that were closed without any reply.  I just made a 3rd...

If the next one is closed, log in to Zendesk and view your original ticket. Click the create a follow-up link at the bottom of the ticket.

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Re: How to deactivate account with expired password and email address?

Explorer | Level 4

I have a strong suspision Dropbox is leaving customers behind for more profitable business clients.  I would even be willing to pay real $ to re-gain access (ransomware?).  I just don't understand how dropbox could set up a security system that ambushes people like that.

 

Here is the list of tickets I have created (5 total).  

#5454193 (22 days ago)

#5478842 (17 days ago)

#5494449 (13 days ago)

#5522997 (6 days ago)

#5523012 (6 days ago)

 

Not a single one has a reply.  They read them (maybe?) and close them.  I have only one device left that is still synced to my original account (a qnap server).  With the server app it doesn't allow me to log in and change anything.  It feels tragic to leave dropbox behind but I just see no other option.  50GB sure seems like a lot for them to "hold" indefinately...  all I want is for them to undo the "expired" flag I know my old password.

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Re: How to deactivate account with expired password and email address?

Dropboxer
Hi there,

We're sorry to hear about this situation. Please be assure your case is being investigated and one of our specialists is reaching out to you. Thank you for your patience!

Thanks,
Vicky

Did you find my post helpful? If it answers your question, please mark 'Accept as Solution" below so other users can find it quickly! slightly smiling face


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Re: How to deactivate account with expired password and email address?

Explorer | Level 4

Thanks to Vicki here (and her assistant Kate) my 60+ gigabytes have been recovered! Champange Rainbow smiling face with sunglasses  I have not lost faith in dropbox after all. relieved face I still hope they fix that problem where so many of my tickets were being closed without a reply. unamused face Their questions to prove my identity were pretty rigorous so its not for the faint of heart...  Lesson? Don't associate your important accounts with work/school emails... If you do have your password expired it isn't hopeless but it sure is difficult.

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