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Account inactive for years but still received 6-digit code when I tried to sign in

Hello,
I have looked at several threads on here and have not found a good answer. I have an old Dropbox account that I lost access to back in the beginning of 2019. I lost access to it because the email associated with it no longer exists. I also know for a fact that any device that was once logged into it also does not exist. Any of those devices would be long gone.

There is no way any activity could be associated with the account, however today I went to enter the email and password, and it still proceeded to send the 6 digit code to the email that no longer exists.

Is this a thing with inactive accounts where sometimes it will still give you the option to sign in? I’m asking because at this point I just want the files to be deleted on the account, and I am not sure if that would be the case in this situation. I am not interested in gaining access to the account. I’m just concerned about my privacy because I had sensitive documents and personal information on there, and I’m hoping that maybe Dropbox still ended up deleting files, even though the option to sign in is still there.

Any advice would be appreciated.

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Hannah

Hey @Trey3, thanks for reaching out about this.

So, basically, you're getting a prompt that a 6 digit code was sent to your email, but have no access to the email, to check whether it's been sent or not, right?

In that case, can I send you an email to the address associated with your Community profile here, so we can take a deeper look into this?

Let me know.

All comments

Hannah

Hey @Trey3, thanks for reaching out about this.

So, basically, you're getting a prompt that a 6 digit code was sent to your email, but have no access to the email, to check whether it's been sent or not, right?

In that case, can I send you an email to the address associated with your Community profile here, so we can take a deeper look into this?

Let me know.

Trey3

Yes that works

Hannah

Thanks, Trey, I just sent you an email, so we can continue there. 🙂

draxsynsmommy

hello, same thing with me... I am not able to log in and change email as it sends a 6 digit code to an email I no longer have access too, is there any way to go around that? my old email is literally my name

Megan

Hi @draxsynsmommy, I hope you're doing well!

Without access to the email address, I am afraid that there's not much you can do. It wouldn't be possible to read this code, therefore access the account.

Is it not feasible to recreate the email address and attempt to login again?

Let me know more!

cuki

I have same problem can you help me pls

Rich

@cuki wrote:
I have same problem can you help me pls

If you're trying to sign in to your Dropbox account and it's sending a one-time security code to an email address that you no longer have, it won't be possible to gain access to the account without access to the email associated with it. Your best option is to contact the mail provider and see if they can help you get the email address back.

https://help.dropbox.com/account-access/lost-email-access

jensu

Hi,

same problem here, I do remember my password (it is a good long strong one!), but I have no longer access to the email I used years ago when I registered with Dropbox. I cannot sign in and immediately change my details as the help page suggests because I am forced to go through this additional security step with the 6 digit code that is sent to my inaccessible email.

What's more I do still have access to my files through an API token I generated so can still list, read & write files in my Dropbox - but am unable to log in and update my details (like email!!) or just use the web interface.

Does the fact that I can still access my files go some way to prove that I am the original/legitimate user and am just trying to update my email details? Anyone able to work with me/help out, please?

Megan

Hi @jensu, welcome to our Community!

When you say that you still have access to your files,through an API can you clarify if you are able to download them? If so, then we would suggest you download them, and create a new Dropbox account.

Without access to the email address you won't be able to sign in to your account. Your best option to get into the account would be to contact the email provider and see if the email address can be reactivated.

I hope this helps!

jensu

Hi Megan,

thank you for your quick answer.

I have already created a new account (to be able to use the community) and could transfer the files and I'll probably end up doing this, the only thing is the new (free) account I created gives me 2GB, with the old one I had a lot more!

I would try to speak to the email provider if the data in the old dropbox was critical to me and I couldn't access it but since I still have access I am going to shift them some place else.

A pity nothing can be done about this despite still knowing my password and having a working token.

It appears there are quite a few people out there with the same issue and as a consequence a lot of dormant dropbox accounts!

Anyway, thanks again.

kwatkins08

My Dropbox account has been active and my computer stayed signed in, but my computer recently died. When I got new computer, I had to resign to Dropbox, which I did, but it asks for the 6 digit code it is sending to my "old" email address, that I signed into dropbox with over 10 years ago. That email address has not been used or been accessible for at least 7 years.

Doesn't dropbox have my phone number that it can send a code to?? PLEASE, I must get access to my documents that I have saved in Dropbox.

I know my user name and password, but I can't access that 6 digit code it is sending to my old email

Rich

@kwatkins08 wrote:
Doesn't dropbox have my phone number that it can send a code to?? PLEASE, I must get access to my documents that I have saved in Dropbox.

I know my user name and password, but I can't access that 6 digit code it is sending to my old email

No, they don't. If you had another active device already signed in to the account you could receive the code there. If you don't, then the only option is to have access to the email address associated with your account. Without access to the email, there's no way to sign in to your account if it's asking for a one-time security code.

Your best option is to try getting the old email address reactivated. so you can receive the code.

kwatkins08

Thank You. It seems nearly impossible to get someone at Comcast that is human and not computer that might be able to help me.

Nancy

Hi @kwatkins08!

If you’ve had no luck with your ESP so far, feel free to log a ticket with our support team instead by following the steps below. Perhaps, they’ll be able to do something on their end.

Make sure that you are NOT signed in to ANY Dropbox account in your internet browser.
Go to this page https://www.dropbox.com/support/sign-in-issues, and click on the “Can’t sign in?” option.
Scroll down the page to “Submit a Help Request”.
Enter your information, make sure that you enter an email address that you currently have access to, and submit it.
You will then receive a confirmation email that will have a ticket number.

After that, please send me your ticket number here.

kwatkins08

Thanks, Nancy. I've been unable to get any competent help from my ESP (Comcast). I have tried to follow your instructions, but some of the prompts you have listed for me don't seem to be there. I have sent a message with all my info and described my problem, but I'm not sure if it went to the support team where it needs to go. If I don't get the confirmation email, I will try to send info again.

Thanks, Kathy

Walter

Hey @kwatkins08, sorry to jump in here, but I just wanted to mention that if you reached out to our support team through this form, you should have received an email with a ticket number from our system. In that case, you can share it with us here so that we can look it up too.

If you haven't received this yet though, let us know here and we'll reach out via email from our end.

kwatkins08

I have not received the email you mentioned. I feel like I'm just going in circles when I look up the sites looking for what describes my problem.

I have talked to a person at Comcast twice now and they both tell me my old email no longer exists. [personal information removed per the Community's Guidelines] Evidently they are unable to revive it. My only hope to get the data I have saved on Dropbox is if you can help me without sending the 6 digit code to the "dead" email.

thank you for your help

kwatkins08

To Walter and Nancy,

You have both reached out to me about my problem of not being able to access my Dropbox and I have attempted to do what each of you have asked me to do, but I have not received the email with the "ticket number" that you have both referred to. Walter said , if i did not receive this , he would reach out to me by email, but this has still not happened.

My problems started when my computer "died" and I had to get a new computer. The new computer requires me to sign into Dropbox which I never had to do with my old one. (I just clicked on the icon and there were my files).

I can sign in, but I am told that a 6 digit code is sent to my old email that has been inactive for many years. Comcast has told me that email account is gone and offers no solutions to get it back. You are my only hope to get access to my DropBox. The spreadsheets for all expenses for my 2 rental properties is saved there. I desperately need access to these documents.

Please help me get access to my account!

Nancy

Hi again, Kathy!

In this case, is it OK if we log a ticket for you and send it over to the email address that’s linked to your forum profile here? Do you currently have access to it?

kwatkins08

Yes ! Please use the email that is listed now! Thank you

kwatkins08

Please "log a ticket" for me and send it to the email address that’s linked to my forum profile! It is an active email and I have access to it.

Thanks, Kathy

Nancy

Hey Kathy! I just logged a ticket for you. Please reply back to it, when possible, and we’ll look into this.

Pieter Lourens

Hi I do not have access to email. I do have login password, please email me at [Removed per the Community's Guidelines] if possible. the account that I am trying to access is [Removed per the Community's Guidelines] I get a notification of 6 digit code on login but as I said i do not have access to the associated email. Thanks

Megan

Hey @Pieter Lourens, let's jump right into this!

If I understand correctly, you can't access one of your Dropbox accounts, due to the 6 digit code, going to an email address linked with that account, that you no longer have access to.

Please keep in mind that 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?

Keep me posted!

Pieter Lourens

Thanks for your response.

Unfortunately, I closed that domain years ago. So I do not have that domain any more.

I only have the new ones .plgroup.co.za

Megan

Hi @Pieter L.4, I see. In this case, is it possible that you have any linked devices?

That will allow you to locate, and download the files, as an alternative. If not, then there's not much we can do on our end, I'm afraid.

Pieter Lourens

Thank you

Amitkumar1

Login dropbox required email security 6-digit code but my email is inactive please help me to open my dropbox account without security code

Amitkumar1

New update of dropbox is very bad because in login dropbox required email security 6-digit code. But my email is inactive in longer time I don't receive code I have only email or password
Please reply me and help me to open my dropbox account. In this account my personal data and personal information

Walter

Hey @Amitkumar1, I can see that my colleague Megan has already sent you an email to the email address that's connected to your profile here, on our Community about this issue.

Have you had the chance to check it out by the way? If you can't find it in your inbox, you can also check your email's spam/junk folder to see if it ended up there somehow.