Expired password - frustration

Thanks for the ticket ID, I've replied to your message.

Please could you reply to that when you get a chance!

All comments

Hi @DanielleJB, thanks for posting on the Community.

I understand your frustration over this matter.

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 with the expired password for the Dropbox account.

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!

DanielleJB

Jay,

Thank you for this direction. Here is the ticket number 12404541.

Danielle

Thanks for the ticket ID, I've replied to your message.

Please could you reply to that when you get a chance!

anna_lamky

Hi @Jay.

I'm Anna and I have a similiar problem to @DanielleJB, I created my dropbox account 11 years ago using my university email addess and have not changed it since. Now that I am locked out, I am unable to access neither my dropbox account nor my original email address!

Can you walk me through how to retrive my information?

Anna

Melin1

My password expired for my other dropbox account (paid, upgraded) and my email account associated with that dropbox no longer exists (I checked with IT department). The email address has been defunct since 2016. Help! I cannot log in to my account and I have important files in there.

Iʻve submitted help tickets but that doesnʻt help because I got rerouted to ask here.

My most recent ticket# is: 1231739

Please help!

Hi @Melin1, there doesn't appear to be a ticket under that number, could you check it again?

@anna_lamky, when was the last time you logged into that Dropbox account? Was it recent, or over 12 months ago?

Melin1

Sorry wrong ticket number before.

Here's my ticket#:
12531739

Thanks for the ticket, I've replied to your message, please could you reply as soon as you get a chance.

manual

Hi Jay, could you please also help me? I’ve started a ticket regarding this, but nobody is responding to me after a week. Ticket #12580705

Happy Friday @manual, I'm going to be sending you an email.

Please respond back as soon as possible.

sonyk01

I have same issue as daniellejb..please help me recover my Dropbox, I no longer have access to my old email (it has been deactivated) and Dropbox is saying my password expired. I cannot create a new one because I can't get into my old email. Please help!!!! I just want to recover my old files, I email support but they are saying to log in too using old acct ( which I can't do).My ticket# is 12727388

Hey @sonyk01, let's have a look into this!

I've replied to your ticket number, so we can have a closer look into this.

Please reply as soon as possible.

Abatt1483

I also made a ticket for this issue. I’d love to get some help with it. Thanks so much. Ticket #12776059

Sure thing @Abatt1483!

You have an email from me.

unknown

I have similar issue as danieljb, can I get help? Ticket #12815258

Sure thing, anonymous!

You should have received my reply.

I have the same issue, I know my user and password, though, my password was expired and the email connected to my Dropbox is no longer active (9yrs now). I need pictures for a funeral. I never received a response for 2 ticket# 14685434 & 14711125. It seems that this is a common issue for years, why hasn't this been resolved. Please assist. I need my pictures.

manual

I doubt you're gonna get far with this @Candacejack unfortunately. Dropbox did a bunch of manual verifications on me, concluded that I'm the owner of the account and then proceeded to reset my password, locking me out completely. Now I'm not even getting a prompt to enter a code anymore, and Dropbox is telling me that "if you don't have access to the email address registered to your Dropbox account and do not know the password, unfortunately we have no way to help you regain access to that account".

They just don't care about small fries like us anymore.

Unbelievable, I bet you they will care when it's all over social media.

Thank you very much.

Jludvigson

Jay can you help me? I am so heartbroken. I had all of my sons baby photos stored on a Dropbox that was linked to an email account that is no longer valid. I went to log in and it said the password is expired and it will send a link to the non existant email! I can give a ton of information, login, previous password, anything!! I am terrified I lost my sons photos forever ">💔 😢 using my husband's login to get to this forum and ask for help...

Hi @Jludvigson, try contacting the support team directly from the account you're logged in as, explaining that you need assistance accessing another account due to an expired password.

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.

lukems

I'm having the same problem, won't receive any email to reset password and can't access my account, can someone help me please? My ticked ID: #15170708

Why hasn't anyone from Dropbox responded to my tickets, I have several?

Hi @Candacejack, in order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?

@Jay Yes, the email address I have connected to this forum is good to respond to.

As mentioned before I have Dropbox tickets (14685434, 14711125) dated back to September and October 2021 have yet to be responded to. I've also sent several follow-up emails asking for status/someone to contact me.

My old email is inactive, however, I know the password connected to that email. I need my pictures please...so many memories to be lost by the hands of people(s) making non-user friendly decisions at Dropbox.

Mark

@Candacejack I'm afraid Dropbox have publicly said that without access to the email address the account is unrecoverable. Thats probably why the tickets are being closed without reply - because they are sending the reply to the other email address. There is no way to verify who you are without your email.

Hi @Mark which doesn't make any sense...other apps give you the option to change your email - personal information etc., as long as you know your old email and password (phone# if applicable); These companies are smart enough to realize things like an email being hacked and needing to be closed or other valid reasons. Why can't Dropbox do this? I know my old email and password, however, they expired it, this is their wrong doing that they need to fix. Dropbox really needs to be held accountable for ruining the trust people had in their app. I'm upset along with many others that can't access their pictures or files. My children's pictures from birth are on here, I have no other early memories. There has to be some sort of ladder or legal action someone can or has already taken? @Jay

Mark

Unsure on legal action etc. but I do know that this is stated in the T&Cs - you need to have an active email account to use the system. If you dont then you cannot guarantee access.

There public statement on this is at : https://www.dropboxforum.com/t5/Dropbox-tips-tricks/I-lost-access-to-my-email-address-how-do-I-sign-in-to-my-Dropbox/m-p/512928