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I can't login to my paid account

kky1igo
Explorer | Level 4

I forgot my password associated with a Plus account. I never receive the password reset email, despite checking in junk and adding dropbox to my contacts. Basically, I cannot access customer support and there is no way for me to login to my account. Any suggestions? (I'm even asking this question via a different account because I can't join the community without logging in!)

4 Replies 4

Re: Account login

Jay
Dropboxer
Hi @kky1igo, thanks for messaging the Community!

I’d recommend getting in contact with our support team directly to look into this matter in more detail. 

You can do this by opening an incognito/private browsing window, while not signed into any account, and accessing this link.

From there you should be able to contact support. Make sure to enter the same email you use to login to your Plus account, and that you can access that inbox.

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system!

Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: Account login

kky1igo
Explorer | Level 4

Thanks so much Jay!

I took your advice which worked to a point. I received two contradictory responses. One directed me to reply with my specific issue. The other said that the address was not monitored, don't reply, and to log in and address service request that way (depending on my account level). I did reply to the one, no response yet. My ticket number is: 12086439.

Any suggestions you have would be welcome. It's frustrating to be paying for an account I'm unable to access, and to not have access to customer service either despite the payments!

Thanks.

Re: Account login

Jay
Dropboxer
Thanks for the ticket ID, I've replied and forwarded it to a team to look into this matter in more detail.

Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: Account login

kky1igo
Explorer | Level 4

Thank you, appreciate the help.

 

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Top contributors to this post

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    kky1igo Explorer | Level 4
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    Jay Dropboxer
What do Dropbox user levels mean?
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