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cant access old email address

cant access old email address

Jlo2023
Explorer | Level 4
Go to solution

Im trying to access our dropbox account created through an email account that no longer exists.

 

There is no way to retrieve that email address.

 

Moving forward what is the best way to access that Dropbox account. again?

 

Thanks

1 Accepted Solution

Accepted Solutions

Walter
Dropbox Staff
Go to solution

Hey @Jlo2023, sorry to hear you're having issues with this.

 

I just wanted to mention that if you end up getting in touch with our support team about this,  you can let us know your ticket ID in order to locate it in our system. 

 

To do so, you'd need to use an incognito window without logging into any Dropbox account and filling this form or this one with all the relevant information and an email address we can reach you at.

 

 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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View solution in original post

7 Replies 7

Rich
Super User II
Go to solution

@Jlo2023 wrote:

Im trying to access our dropbox account created through an email account that no longer exists. ... Moving forward what is the best way to access that Dropbox account. again?


If you no longer remember the password or it has expired, or you're being sent a one-time security code to the email, there won't be a way to access the account unless you already have an active device linked to the account. Dropbox will not provide access to the account if you can't receive the reset information at the email address associated with your account.

 

 

Your best option is to contact the mail provider to see if they can reactivate the email address.

Jlo2023
Explorer | Level 4
Go to solution

Thank Rich

 

Yes there is no way to re activate that account. I do have it linked to another account. Hopefully I can cancel my subscription through that account.

Walter
Dropbox Staff
Go to solution

Hey @Jlo2023, sorry to hear you're having issues with this.

 

I just wanted to mention that if you end up getting in touch with our support team about this,  you can let us know your ticket ID in order to locate it in our system. 

 

To do so, you'd need to use an incognito window without logging into any Dropbox account and filling this form or this one with all the relevant information and an email address we can reach you at.

 

 


Walter
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
:arrows_counterclockwise: Need help with something else? Ask me a question!
:pushpin: Find Tips & Tricks Discover more ways to use Dropbox here!
:arrows_counterclockwise: Interested in Community Groups? Click here to join

Jlo2023
Explorer | Level 4
Go to solution

Hi Walter 

 

The two links you sent me take me to the generic "Contact Dropbox Support" page which ironically is where I posted this question in the first place. Hence starting a vicious loop. I have no idea where to go in order to create a ticket and speak to someone that can actually help me from Dropbox. Have you got a link that takes me directly to a support contact, not a generic support page? Your help and guidance is much appreciated.

Johnny

Rich
Super User II
Go to solution

@Jlo2023 wrote:

Have you got a link that takes me directly to a support contact, not a generic support page?


The links he provided do just that, but you can't be signed in to a Dropbox account when you access them, including these forums. If you do, it will detect the account type you're signed in with and only provide the support options that account is eligible for. This is why it's best to open an incognito or private window in your browser, to make sure you're not signed in.

 

It's the second link he provided that will help you get any future billing canceled.

Jlo2023
Explorer | Level 4
Go to solution

Yes Rich, you are correct. Through incognito I was able to get a ticket number. Lets see how that goes.

 

For the life of me I don't understand with all of these big companies why they make it virtually impossible to talk to a human and make you jump through several hoops just to do so. Incognito mode being a good example..... Why? Just have a contact email for gods sake. Im not the first nor will be the last. 

 

 

RDT4
Explorer | Level 3
Go to solution

It seems I am in the same situation as you. I agree about getting hold of a human. I carelessly forgot to give Dropbox my new email address, though they have somehow picked it up but think I am a new person of course. I think that happened because I tried to log in on an ipad, using my finger print. My former email provider doesn't do emails at all now. I'll try incognito mode.

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Top contributors to this post

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    RDT4 Explorer | Level 3
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    Jlo2023 Explorer | Level 4
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    Rich Super User II
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    Walter Dropbox Staff
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