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Our Dropbox Business account is in "Locked State" and our team admin can't access their email

Our Dropbox Business account is currently in a locked state, and our admin is unable to access their business email.

The issue stems from Vonage. When attempting to log in to Dropbox, the system requires a verification code, but the admin temporarily lost access to their Vonage account. This restricted text messages and only allowed calls. While we’ve since gotten the number reactivated, we are still experiencing issues with receiving texts — and unfortunately, Vonage support has not been helpful.

We are requesting an alternative method of authentication so our admin can verify their identity, regain access, and reinstate our Dropbox Business account.

It’s important for us to:

Resubscribe to a Business plan
Maintain access to our existing data
Ensure we have the necessary storage space moving forward

I would have completed the subscription myself, but since I am not listed as the admin, I’m unable to make a payment or manage the account.

Dropbox Plan

Business Standard

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Comments

Walter

Hey @DonR6 - sorry to hear about this situation and thanks for all the information you've shared with us.

Have you or any other member of the Dropbox team account contacted our support team yet by any chance? If so, I'd appreciate the ticket number so that we can look it up in our system as well.

Otherwise, let us know here and we'll create one from our end for you in order to investigate further.

I can't promise anything concrete without access to the email address and the 2-factor authentication method the team's admin used, but we'll be happy to have this reviewed by our team.

Keep me posted anyhow!

DonR6

Hi Walter,

Thank you for your prompt reply. I believe my business partner has been going back and forth with Vonage, but unfortunately with no success.

I’ve tried reaching out to Dropbox support, but since I am not the admin and my account has been reduced to a standard account, I keep getting stuck in a loop. The system seems to require an upgraded account just to access basic support — which feels a bit counterintuitive, but that’s the obstacle I’m running into.

Would you be able to share a direct method to initiate a support ticket? Is there a way to escalate? I’m concerned our business data may be permanently deleted if this isn’t resolved soon. I’ve managed to download what I can from the cloud, but ideally we want to restore full access and get the account properly reinstated.

Thanks again for your time and guidance.

Nancy

Hi from me as well, @DonR6! If the admin can’t regain access to the team, then you, or any other members who still have access to their Dropbox account, can save your personal/team content and attempt to leave the team instead with these steps. That way, you can set up a new Dropbox account and upload your files there once again.

To ensure that everything has been checked on our end though, please have your team admin contact our support team directly via this page. It’s important to remember that, in order for the ticket to be logged properly, the admin will need to visit the aforementioned page from a browser that’s NOT signed into ANY Dropbox account (otherwise, the ticket may not reach the appropriate team).

Once they’ve created the ticket, feel free to share the ticket number here and I’ll leave an internal note on their behalf, as well.