This should be a simple problem to fix if the Auto-Assistant or a search of documents provided an answer. A catch-22. Does Dropbox have anything like live support to address issues not covered?
@gbfreeborn wrote: how do I login to my existing account if the authentication code is sent to a closed email account?
how do I login to my existing account if the authentication code is sent to a closed email account?
You can try contacting Support, but without access to the email account you may not be able to gain access to the Dropbox account. You need to maintain an active email address on your account so you can receive password resets and one-time security codes used during sign in.
To contact Support, 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.
Hi Rich,
Thank for your response. Unfortunately it does not include a fix. As mentioned this is a Catch-22. I cannot access my account so I cannot update my Profile to include an active email address due to an authentication code being sent to a dead link. I have tried to get a support fix for this situation for two weeks. Why is there no live support anything? The $11.99 rate does include Live Chat but the chat is unavailable and we must email. This is very disappointing. Why is this situation not addressed in the documentation? This poor support from Dropbox is unacceptable for an existing paid 8 year subscriber.
The situation is addressed in the documentation - if you loose access to the email you will probably loose access to the account.
Chat is available on the paid plans, but, times will vary depending upon where you area. You can see that at www.dropbox.com/support
Mark, The situation is discussed but there is no fix other except contacting Dropbox support. I have an $11.99 account which includes LIVE CHAT. Unfortunately, over the past two weeks LIVE CHAT is down and only email support- that is supposed to be one business day. Not seven days and counting with no resolution. Of course there is no phone support. Am I to pay for an account I cannot access with important family information? I have been a subscriber for eight years. This is extremely poor tech support.
@gbfreeborn wrote: ... there is no fix other except contacting Dropbox support.
... there is no fix other except contacting Dropbox support.
Have you tried contacting support as I described in my original reply? That is you're ONLY option you have available at this point. You need to 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.
There may be a slim chance that they can help you gain access to the account. If they can't, they will at least help you to get the subscription canceled so you're no longer charged.
I have an $11.99 account which includes LIVE CHAT.
The support options available to a paid account are only available if you're able to sign in to the account (the Support page shows the options available based on how you're signed in). This is likely why live chat isn't available for you, and why you MUST open a ticket using the steps described above.
If you've already opened a ticket, reply here with the ticket number and a Dropboxer may be able to check the status for you.
Hi from me as well, @gbfreeborn! I searched our system in the meantime, and I can see you already have a ticket open with our team. I’ve left them an internal note on your behalf, so they should get back to you as soon as possible.
Hi Rich, You fail to see the obvious- any fix requires an active login and password which I have and a workaround to ensure an authentication code is sent to an active email address. The real issue is a lack of real customer support from Dropbox. I am paying for live chat and not getting it. No phone support. Email support has offered no fix about two weeks. Should I concede that I have lost access to important family documents? Professionally speaking this is very poor support.
@gbfreeborn wrote: Should I concede that I have lost access to important family documents?
Should I concede that I have lost access to important family documents?
This is what both Mark and I have been telling you, that you can TRY contacting support to see if they'll help you get into the account, but that you more than likely will not be able to.
Most often, Dropbox will only accept your email address as proof of ownership for a Dropbox account. If you can't verify your email, they typically will not help you gain access to your account. This is why it's important that you maintain an active, accessible email address not just on Dropbox, but on any service you use. Your email is your recovery method.
There have been some instances where Dropbox was able to restore access to an account after access to the email was lost (how or why, I don't know), but only Support can tell you if it will be possible in your case, and the only way to contact them when you can't sign in is through the process outlined in this thread. It's the entire reason the option exists; to be able to contact Support when you're not able to sign in and access your normal support options.
Now Nancy has checked your ticket and added a note to it, so all you can do at this point is wait for their response.
