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Locked out of all my Dropbox accounts

Hello!

I was wondering if I could get feedback/advice from you guys in the dropbox community. I was already logged into one of my dropbox accounts but decided to log out in order to log in to my other ones. When I did and tried logging back in it asked for authentication which I then tried logging into the emails behind the account but Gmail told me that they have deleted the account. I find this weird as I have tried logging into my accounts in the past and it's never asked me for authentication. This situation has happened to me before back in 2022 but when I tried logging back in the day after it let me in. These accounts have pictures that are very special to me of family including some of those that have passed, along with important documents. I really want to get back in these accounts in order to retrieve all my pictures and just move them all onto another platform since I am always having log in issues with dropbox. Any experience stories and advice is welcome as I am currently panicking.

Thanks!

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Mark

Have you followed https://help.dropbox.com/account-access/lost-email-access ?

ecarson123

Hey Mark!

Thanks for responding, I did partially try yes. The issue though is that I know my password but every time I try to log in it asks for the authentication code from the email I can't access anymore. Some of the emails linked to some of the accounts I tried logging in to but it tells me that the email account has been deleted. I messages dropbox customer support on twitter and will be waiting to see if they respond to me tomorrow (fingers crossed). At this point im so desperate to my files that if I am able to zoom call them so they can see that my face matches almost all the pictures on file im willing to do that.

Mark

You will need to log a ticket at www.dropbox.com/support - make sure you are not logged in to here or the website and ask for help. Note that you may not be able to regain access. It is not always possible.

The best bet would be to reactivate the GMail if you can.

ecarson123

I have seen a few people mention that you need to make sure you aren't logged in to ask for help, is there a reason for that? From your experience of what you've seen, is there a chance that I would be able to regain access? I genuinely don't know what I would do if I can't. I tried the option of regaining and getting the deleted gmail accounts back but it still will not let me. Im really stuck.

ecarson123

I just tried to submit a ticket after I logged out and after pressing the option of needing help with my account it just recommended a bunch of links, no option for a retail help ticket unless im selecting the wrong option

Mark

The reason is that support is only available to paying users. If you are logged in and not paid you wont be able to log a ticket. But there is a single help option for being able to access support while not logged in - its getting help with account issues.

And its very hit and miss. There are lots and lots of posts on here where they havent been able to regain access (including from Dropbox themselves saying they wont do so). However, I have some some, but not lots, say they have done so if they know the password. That said, most people dont come back if successful - after all most forums/online things are places to complain when it doesnt work not say it did 🙂

What I would say is, in future, make sure you back things up. You should have at least 3 copies of your files in three places - totally diff sites and/or services.

ecarson123

100% agree. I was actually in the process of moving the files over to one place when this issue occurred which is why I am so frustrated at the moment. I am not the most tech-savy person which is why I decided to reach out through the community forum. In the worst case scenario, if I am not able to access these accounts, what will happen to all my pictures and documents? Will it just delete after the 12 month period? Will someone else gain access to them?

Mark

@ecarson123 wrote:
Will it just delete after the 12 month period? Will someone else gain access to them?

Yes, after 12 months accounts are wiped and data removed.

And no, nobody else could access them unless they get your email - this is same for even Dropbox staff.

ecarson123

Alright I found out how to send in a ticket and just finished doing so. I really hope they find a way to help me. Do you know whether or not they're quick with their responses? I find it so odd that when I try logging into those accounts from the same device it will sometimes let me and every once in a while (like now) ask for authentication codes. I do understand that it is a security measure but from what I have seen from other peoples experiences on here, they are sometimes helpful and at times not helpful at all! It will be very unfortunate if they can't find a way to help as I am open right now to do anything to assist them with the process. I have pictures of people who have passed that I have uploaded on there and just the idea of not being able to see it again and have it get deleted is such a horrible thing.

ecarson123

Another thing I forgot to mention is that in the past when I have tried logging into my other accounts, it would tell me my password was wrong if I misspelled anything and such. But after it asked for the authentication code for my one account, I tried testing on another account what would happen if I put in the wrong password and it still asked for authentication. This was making me doubt everything even though I have logged into these accounts so many times. This really is just an inconvenience and im really stressed. I hope I can solve this soon 😞

Megan

Hey @ecarson123, thanks for posting here today!

Would you be able to send me your ticket number reference in order to locate it on our system?

I want to make sure it hasn't been automatically closed, and also pass my comments to the agent working on your case.

Thanks a bunch!