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Not receiving emails for password reset

Not receiving emails for password reset

KimGremita
New member | Level 2
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Dropbox has changed my password for "security purposes" and now I can't login. I was told to request a password reset - so I did - entered my email, saw it popup and say "an email has been sent" - and never received the email. What follows is a message I sent via the Dropbox.zendesk.com support - which I'm able to login to. The problem is, other than the obvious, I keep getting the same response - which I posted below my support request here. Can anyone please help???

My last reply to the helpdesk:

I do have access to my email - that's not the problem. I've requested the password reset and I'm not receiving the email with the link in it. I'm receiving the emails from you without any problems. I have added the "no-reply@dropbox.com" to my contacts.

Let me be clear - I can access my email account I am not receiving a reset email from dropbox.

It's not in my spam/junk folders. It's not blocked. I have all my security settings for email, and my computer, turned off.

Dropbox reset my password. Now I can't access all the photos of my children that are stored there. I'm trying to do a reset and for some reason I'm not getting the email with the reset link from Dropbox.

Attached please see jpg files verifying the request for the password reset, veryfying I'm receiving OTHER emails, into my email account associated with my Dropbox account - from you, and verifying that I have the "no-reply" email address in my contacts.

Again, I am simply not receiving a reset email from Dropbox. Dropbox changed my password and now I can't access my baby's pictures. What we need to do to fix this? Can we escalate this? It seems evident there is a problem somewhere between my requesting a password reset and Dropbox's outgoing email - what do we do now?

 

The helpdesk's last reply to me - which has been sent 4 times since yesterday...LOL:

 

Hi Kim,

If you don't remember your password, or you need to reset it, you can visit our website here:

https://www.dropbox.com/forgot

Please enter the email address associated with your Dropbox account. You'll then receive an email from no-reply@dropbox.com with the steps to reset your password.

If you don't receive an email after a reasonable amount of time, please check your spam folder to ensure that no-reply@dropbox.com is not blocked. You can also add no-reply@dropbox.com to your address book and request another password reset email.

Regards,
Michelle

We have just launched a brand new Dropbox community! You can find immediate answers 24/7. Check it out http://dropboxforum.com

 

13 Replies 13

kosta1234
Explorer | Level 4
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i have the same problem , plus i cant send support tickets on the second link i only get "An unexpected error occurred: error "can you please help me ?

Mark
Super User II
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Try using a different browser or one in incognito mode.

 


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kosta1234
Explorer | Level 4
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Mozila , Chrome, Mozila icognito , Chrome icognito . all i get is An unexpected error occurred: error

Mark
Super User II
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You'll need to log a ticket with support and ask for help then I'm afraid:
www.dropbox.com/support to do that
http://dropbox.zendesk.com to track

 


:penguin::penguin: - :penguin: - :penguin: - :penguin:


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


:white_check_mark: Did this post fix your issue/answer your question? If so please press the 'Accept as Solution' button to help others find it.


:arrows_counterclockwise: Did this post not resolve your issue? If so please give us some more information so we can try and help - please remember we cannot see over your shoulder so be as descriptive as possible! 


 

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    Mark Super User II
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    kosta1234 Explorer | Level 4
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    Jane Dropbox Staff
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