Changed Google SSO address - can no longer access account

[hmaskell]

Hi there,

I use Google SSO for Dropbox. Recently I updated the primary address on my Google account, and now I can't sign in to Dropbox - it has instead created a new account. I can't use the old address to sign in to Google as it's now an alias.

How can I log back into my Dropbox? I didn't realise this would be such a problem, I thought SSO would get around this because it's still the same account!

[Jay]

Hi @hmaskell, thanks for bringing this to our attention.

Are you part of a Dropbox Business team or using an Google business-level SSO credentials?

Did you originally sign up to Dropbox using Google SSO, or the original email with a password and then later switched to SSO?

This will help me to assist further!

[hmaskell]

Hi Jay!

Thanks for your response. I was originally on a Business plan, but downgraded to a Professional one as my needs changed. I am using a Google Business SSO sign-in (I think?).

I am fairly certain I signed up with SSO to begin with.

[Megan]

Hi @hmaskell, sorry to jump in here! 

Do you have any linked devices to your old Dropbox account at the moment? Also, would it be possible to make the alias email address, into a standalone one?

[hmaskell]

Hi Megan, thanks!

I have Dropbox installed on my Macbook but it's having a fritz because of the sign-in issue - when I open the app, it says "There's already a folder or file named Dropbox".

Dropbox app on my iPhone is still signed in to the old email address if that is helpful.

I don't think it's possible to set up the old address as a standalone under my Google Business account but I will try it.

[Jay]

If the mobile app is still signed into your old email, then it could mean there are two separate accounts. 

Have you tried resetting the password for the account visible on your phone?