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I can't log into my account, since I can't be identified.

I can't log into my account, since I can't be identified.

Discopants
Explorer | Level 3

Can't log in, answered security questions via email only to be told that I can't be identified....sign in uses old email address that I cannot access. I'm still signed in on opad and laptop but can't seem to change my email address there. Help!!! I basically can't work without Dropbox access and I'm super annoyed...it's a paid account and I'm very unhappy with how hard it is to contact support

18 Replies 18

Discopants
Explorer | Level 3
No, I'm not being helped. I'm so upset. Larry told me this afternoon that he can't find a ticket for me. That's after 1 week of trying to resolve this. When I request a password reset link to be emailed, then click the reset password link in the drop box email it says Dropbox is blocked.....I just don't see how I can resolve this without talking to support

Discopants
Explorer | Level 3
My idea is how bout we can contact customer support when we've been unable to log into our paid account for over 1 week

Mark
Super User II

You can - www.dropbox.com/support. But, if you are using a free account you need to make sure that you are not logged in at all (even forums). 

 

Note that if you loose access to email or 2FA there is no guarantee that an account is recoverable. 


 


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Mark
Super User II

You can see all tickets yourself at www.dropbox.com/support. Reply there instead of via emails. They are the only people who can try and help I'm afraid. 

 

And there is no way, at all, to phone support I'm afraid. 


 


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Heart Did this post help you? If so please mark it for some Kudos below. 


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Discopants
Explorer | Level 3
Ticket # 23034507

Swalby
New member | Level 2
Someone please HELP!

I've tried logging into my account but as a code sent to my email (that i no longer have access to) is required to login, I cannot login.

What can I do?

Megan
Dropbox Staff

Hi @Swalby, welcome to our Community!

 

The 6 digit security code is used when you access the Dropbox account from a different location for security purposes.

 

Without access to the email address itself, it wouldn't be possible to read this code. Is it not possible to recreate the email address and attempt to login again?

 

If not, try submitting a help request to our support team directly through this page, while not logged in to your Dropbox account (you can try from a private browsing window).

 

Feel free to let me know the ticket number reference when you do.

 

Thanks! 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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Swalby
New member | Level 2
Hi, thank you for responding.

Ticket number is 23151543

Nancy
Dropbox Staff

Thanks for that, @Swalby! I’ve located your ticket in our system, and left an internal message to our team. 

 

They’ll get back to you, when they’ve reviewed your case.


Nancy
Community Moderator @ Dropbox
dropbox.com/support


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Top contributors to this post

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    Nancy Dropbox Staff
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    Swalby New member | Level 2
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    Megan Dropbox Staff
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    Discopants Explorer | Level 3
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