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Can't access email associated with my account

Can't access email associated with my account

mattba
Explorer | Level 3
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The email associated with one of my accounts was disabled. So when I try to sign in to the account and Dropbox sends a 6-digit code to that email address, I can't get it. Therefore, I can't get into my account.

1 Accepted Solution

Accepted Solutions

Megan
Dropbox Staff
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Hi @AnnePalmer1 & @gretD, let's jump right into this!

 

Have you tried to contact Dropbox Support directly for this?

 

You can visit the Support page while you're not signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

 

Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

 

Let me know more! 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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View solution in original post

28 Replies 28

Jay
Dropbox Staff
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Hi @mattba, thanks for bringing this to our attention.

 

Are you not able to recreate or regain access to the email address, even temporarily?

 

This will help me to assist further!


Jay
Community Moderator @ Dropbox
dropbox.com/support


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mattba
Explorer | Level 3
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No, it's dead.

 

Just dawned on me that maybe the Dropbox account in question is also dead (deleted by Dropbox). I last accessed it Nov 4, 2021. Automatically deleted?

Hannah
Dropbox Staff
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Hey @mattba, sorry to jump in here.

 

If you haven't signed in to your account in more than 12 months, the account would indeed be deleted due to inactivity by now.

 

You can see more info about that here.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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LS91011
New member | Level 2
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My account sign-in uses an obsolete email address and I don't remember the password. To reset the password, Dropbox sends a message to the obsolete email which I can't retrieve. In order to change the email, I have to sign in. In order to sign in, I need the password reset which gets sent to the obsolete email. It's a vicious cycle. At this point, I just want to cancel the subscription but to do so, one has to sign in and here we go again.

Megan
Dropbox Staff
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Hi @LS91011, how are you today?

 

I'm afraid that without access to the email address that's associated with the account in question, we won't be able to help much in regards to accessing the account.

 

However, what we can do here is I can send you an email, in order for us to see what we can do about the cancellation of the account's plan. Can I do this?

 

Keep me posted!


Megan
Community Moderator @ Dropbox
dropbox.com/support


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LS91011
New member | Level 2
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Yes, you can send an email, but not to the old address.

mattba
Explorer | Level 3
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Hannah, thanks for the link to https://help.dropbox.com/account-access/email-about-inactive-account.

 

I think it's odd that the second sentence is unnecessarily vague: "If there's no activity on your Dropbox account for an extended period of time."

 

It should just say "for over a year."

 

I'd notify Dropbox of this, but Dropbox doesn't allow customers to contact real Dropbox staff members.

LS91011
New member | Level 2
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Yes, please send, but not to obsolete email address.

Megan
Dropbox Staff
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Hi @LS91011, I just sent you an email, I'll see you there!


Megan
Community Moderator @ Dropbox
dropbox.com/support


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Top contributors to this post

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    mattba Explorer | Level 3
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    Rich Super User II
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    Agath malde Explorer | Level 3
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    Hannah Dropbox Staff
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    sndeall New member | Level 2
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