Security and Permissions
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I have two accounts the one I am logged into right now and another account. I cannot log into my other account because the email has been changed and the email associated with that account in no longer active. When I try to login I have the right username and password but it prompts me to enter the 6 digit code to login and the 6 digit code is being sent to my email that is no longer active. So I cannot login. I have several folders in there that I hoped to be able to bring into this account.
I cannot log into my other account because the email has been changed and the email associated with that account in no longer active.
If you don't already have an active device signed in to that account, then you'll need access to the email address associated with it in order to sign in. Your best option will likely be to contact the email provider and see if you can get the email address restored, even if it's just temporary, so you can receive the verification code.
Hi from me too, @JaneS1997!
If you get in touch with your email provider, and you’re still unable to resolve this, feel free to open a ticket/email with our support team, so that they can look into this, as well.
You can always reach out to them via this page. In case you end up opening a ticket, please make sure to post your ticket number here, as well.
Thank you. That's the problem, I can't get in touch with the old email provider for assistance. And I can't put in a support ticket under the Basic plan, so it looks like I'll have to upgrade just to ask a question unless you have some other advice.
Hi again, @JaneS1997!
Since this is regarding a sign-in issue, you should be able to open a support ticket with our team without being logged in to any Dropbox account. Please follow these steps:
1. Make sure that you are NOT signed in to ANY Dropbox account in your internet browser.
2. Go to this page https://www.dropbox.com/support/sign-in-issues, and click on the “Can’t sign in?” option.
3. Scroll down the page to “Submit a Help Request”.
4. Enter your information, make sure that you enter an email address that you currently have access to, and submit it.
5. You will then receive a confirmation email that will have a ticket number.
Once you receive your ticket number, please upload it here, and I’ll assign your case to an agent.
Thanks for that, @JaneS1997! I’ve left an internal note to our team, so that they may check your case as soon as possible.
Hi, it's actually JaneS1997 here. With the email update to get me into my old account, I was prompted to change my Community name. But I definitely wanted to find a way back here and THANK you for your help. Support was great and I got back into my account. I have to be honest that other communities on other platforms have never brought resolution in the past so I was skeptical. Dropbox provided an amazing experience! Best, Jane.
For more info on available support options for your Dropbox plan, see this article.
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