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No longer have phone number for 2FA; no emergency code.

Help. I opened up a DB account using a yahoo email as primary and paying for PLUS, and added a gmail email to it for a secondary email. Got logged out, and now can't log in to primary account because I no longer have the old phone number for 2FA so the code goes to a phone number no one owns, and I can't find the "emergency code" that DB sent years ago. The only account that shows up now is a basic account tied to gmail and there are only about 30 files in there from the past 2 weeks. The basic platform isn't anywhere near large enough to hold my stuff - so I absolutely would NOT have created a basic account. DB thinks I opened up another account with basic status - but why on earth would I do that when I pay every month for the PLUS account? I've been actively loading pics steadily for the past 5 years - but even more over the past 2 years (new granddaughter, and before my dad passed). The payment is definitely still coming out every month for PLUS (yahoo), but it's through a 3rd party (Google Pay). DB has been sent proof of when the account was created, when the gmail email was added as a secondary email, and all payments, via emails and screen shots, but doesn't seem to have any advice beside "cancel the payment" - as soon as I do that - there's nothing to fall back on and I feel like DB can wipe their hands of me, so I can't do that. They can't help me open the account or unlock it because of the 2FA issue and not being able to come up with the years old emergency code. I am at risk of losing hundreds of photos of my dad before he passed away. ANY help would be appreciated.

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Rich

@jrevers wrote:
... can't log in to primary account because I no longer have the old phone number for 2FA so the code goes to a phone number no one owns, and I can't find the "emergency code" ... doesn't seem to have any advice beside "cancel the payment"

Unfortunately, they're correct in this case. If you no longer have your two-factor authentication device and you don't have the emergency backup codes or another active device already linked to your account, then there's no way to gain access to the account. Your only option is to have Support cancel the subscription so you're not charged again.

https://help.dropbox.com/account-access/issues-two-step-verification

Dropbox will not bypass the two-factor authentication to grant access to an account.

jrevers

Ugh. Thanks Rich. Well... I can't cancel ... If, some day, someone takes my old phone number, I might be fortunate enough to get them to talk to me, accept the code, and pass it on to me. If I cancel, everything is gone. I'm willing to wait as long as it takes. This is so sad. 😞 I wish DB didn't expect people to save an "Emergency code" for years, or gave the option to revert to another email OR phone number to retrieve an account. Devastated by this 😞

nandukhaire18

I have a very old account on drop box drop box which was linked with my mobile number is no longer with me and also the email id which I have now I am not able to login because I have its password but it is not logging in because it is also recovered. What should I do if it is not happening?

Mark

Without access to the email it isnt possible to regain access to accounts: https://help.dropbox.com/account-access/lost-email-access

Do you have anything else still connected?

bikram146

i lost my mobile phone and can't complete two way verification due to this, I'm enable to login into my account.

Rich

@bikram146 wrote:
i lost my mobile phone and can't complete two way verification due to this, I'm enable to login into my account.

Do you have another active device linked to your account that can receive the code? If not, you'll need to use the emergency backup code(s) you were given when you enabled two-step verification.

https://help.dropbox.com/account-access/issues-two-step-verification#lostphone

DIGI-ONE

Can't sign into my account. Told to come here. Two factor is a load of rubbish can't even access my back up methods at this point since that was over 4 years ago. But still get a million emails about that account.

Megan

Hey @DIGI-ONE, thanks for posting here!

Could you clarify if you're referring to our 2FA method, or if you have issues receiving our 6-digit-security-code?

Do you have access to the email address linked to your Dropbox account?

Let me know more!

DIGI-ONE

Yes I am talking about the 2FA method and yes I do indeed have access to the effected account.

Megan

Hi @DIGI-ONE, you need to use the emergency backup code(s) you were given when you activated two-step authentication, or you would need another active device already signed into your account.

Do you have access to either one of these?

Without either of those, there's not much that we can do.

DIGI-ONE

So pretty much I'm screwed then, because I don't own that phone anymore that's linked to the account and my PC no longer has Windows on it any longer either. God only knows where the emergency codes are and if I even saved them.

DIGI-ONE

Again the last time I used the account was over 4 years ago, would be wonderful if there was another way to authenticate

Megan

Hi @DIGI-ONE, if the last time you accessed the account was 4 years ago, then it's most likely deleted due to inactivity.

DIGI-ONE

Well if that's the case then why am I still getting upgrade emails for that account?

Jay

Hi @DIGI-ONE, if need be, you can try to contact the team to see if you can access the account, and delete it manually if need be.

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

From there you should be able to contact support. Make sure to pick an email to which you can receive and send emails from.

DIGI-ONE

Well I'd be glad to delete it after you give me all my data stored or perhaps I should hire a lawyer for data theft

Walter

Hey @DIGI-ONE - sorry to jump in here, but did you try contacting our support team as Jay suggested?

If you did and got a ticket from our system, you can share its number here with us so that we can look it up as well, if needed.

DIGI-ONE

Actually yes I did try to generate a support ticket and it failed and still sent me here

Rich

@DIGI-ONE wrote:
Actually yes I did try to generate a support ticket and it failed and still sent me here

Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

https://www.dropbox.com/support/sign-in-issues