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Loss of credentials to connect

Loss of credentials to connect

Victoria91750
Explorer | Level 3

Hello to all,

 

I created an account on February, the 16th with a 2To test plan.

I tried to connect today, and it led me to this old account that I did not remember I had !

So, here is the problem : I do not remember the credentials I used to create the 2To account. I do not know if I logged in using a regular email, Apple credentials, or whatever... I tried multiple solutions and I always land on this old account.

I tried to fill a billing help form to locate my account based on my credit card data, but it is not working when I click on "send". So I could not go through.

I tried to contact the Dropbot, or a Sales agent, but there are of no help. Horrible service.

What can I do ?

Thank you in advance !
Have a good day,
Victoria

9 Replies 9

Hannah
Dropbox Staff

Hey @Victoria91750, thanks for reaching out to us.

 

Sorry to see you're having trouble finding out the email address connected to your paid account.

 

Have you tried our payment lookup tool? That should help you accomplish exactly what you want.

 

Let me know how it goes.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Victoria91750
Explorer | Level 3

Hi Hannah,

 

Thanks for your answer.

 

Yes, I found this page, but I have not been charged yet so I do not have my 12-digit alphanumeric code. And it is the Billing Help Request form that is not working.

 

Victoria

Hannah
Dropbox Staff

Thanks for the update here, Victoria.

 

Have you searched any email addresses you might have to see if you can locate any Dropbox trial related emails?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Victoria91750
Explorer | Level 3

Hello Hannah,

 

I searched for an old email address and I think I found it, thanks !

However, this email is blocked by Microsoft (I have not used it in ages) so I cannot have access to it. When I try to log in on Dropbox, a code is sent to this old address, which I cannot access... So it is impossible to log in.

How can I change my address ? Is there any support service that I can contact directly to make the changes ?

 

Thanks,

Victoria

Hannah
Dropbox Staff

Thanks for the update here, Victoria.

 

I'm afraid that without access to the email address and password, there's really not much we can do to help you regain access to the account.

 

Are you trying to cancel the trial? Is that what you'd like to do at the moment?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Victoria91750
Explorer | Level 3

Hello Hannah,

 

I have the email address and password to log in Dropbox ; it's just Dropbox that is sending a code to my old email that I cannot access. Is it possible to deactivate this code or send it to another email address ?

 

Yes, I want to cancel the free trial. But I also want to get access to the files on my account.

 

Thanks again for your help.

 

Victoria

Megan
Dropbox Staff

Hi @Victoria91750, can I send you an email, in order for us to have a closer look into this? 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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Victoria91750
Explorer | Level 3

Hi Megan,

 

Yes, you can send me an email. Should I write it here or do you have access to it already ?

 

I spent a long moment this morning with Microsoft and Free to try to retrieve my email address, so I am awaiting further guidelines from them as well to resolve the situation.

 

THanks, 

Victoria

Megan
Dropbox Staff

Hi @Victoria91750, I just sent you an email, I'll see you there!


Megan
Community Moderator @ Dropbox
dropbox.com/support


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    Megan Dropbox Staff
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    Victoria91750 Explorer | Level 3
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    Hannah Dropbox Staff
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