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I can't sign in with my Dropbox email and password; I'm only prompted to sign up.

Question or Issue
I tried to sign in to my Dropbox account (online, web browser) on a new laptop. I click Log In and get a window that says, "Log in or sign up". URL dropbox.com/login

I enter my email and click continue.

the next page has a title, "Sign up for free" and wants my email ddress, name and password. But there is no Sign In option, only "Agree and sign up"

I tried to log in on 3 different computers and get the same error.

I had to sign in with Google to post this. My account it [removed per Community Guidelines]

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Accepted answers

tomdozier

Yes. That is it. But since I had NEVER signed in with the thdozier... email, it did not make sense to me to use it.

Since I was trying to sign in, the website should have told me that t.dozier... was not registered for signing in, rather than trying to force me to the Sign Up page. But this whole experience has taught me a lesson. Be careful depending on dropbox, because if you have a problem, help is hard to get. This is the poorest support of any paid online/software I have ever used.

All comments

Hannah

Hey @tomdozier, sorry to see that you're having an issue accessing your account.

The thing here is that when you try to sign in with an email address and are prompted to sign up for a new Dropbox account, it means that there's no account associated with that email address, so the page prompts you to sign up.

Isn't that what happened when you tried to sign in?

What if you request a password reset link by clicking on the "forgot password" option? Do you get the password reset email to the email address in question?

Let me know and we'll go from there.

tomdozier

No, that is not it at all. When I select Sign Up, it tells me that the email address is already taken. The message says, Email already taken. Contact Support for info.

tomdozier

After failing to sign in to dropbox.com several times on my main computer, it automatically signed me in without me entering a password. So I am signed in on this computer. The email addresses associated with this account are [removed] and [removed].

tomdozier

"forgot password" option never shows on the 2 screens.

Hannah

Hi again, Tom!

So, just to confirm, since you managed to sign in, is your issue now resolved?

Keep in mind that a Dropbox account can only be associated with one email address; if you managed to sign in with your Gmail address, then your Dropbox account is associated with that.

Regarding your Comcast address, could it be associated with a different Dropbox account? If you go to that email account and search for the word "Dropbox", do you get results for Dropbox related emails?

tomdozier

No, it is not resolved. I did not sign in. Chrome and Dropbox signed me in automatically. I still cannot sign in from my new laptop. There is no "sign in" button.

tomdozier

Here are the screen captures showing there is not Sign In button.

Nancy

Hi @tomdozier! Hope it’s OK if I chime in.

Since you’ve already been automatically signed in to your Dropbox account on your Chrome browser, can you double check the email address you see under your General tab there? Is it the Comcast email address that you see, or the Gmail one?

From what I could see in your screenshots (prior to removing your private info), there were two email addresses showing, so I'd like to make sure that you've been automatically logged in to the correct Dropbox account.

As for the error message you keep receiving for your Comcast email address, is there any chance at all that you’ve been invited to a separate Dropbox team with that email?

Let me know what you find, and we’ll take it from there.

tomdozier

Both [emails removed as per Community Guidelines] are on my account. I originally set up the account with [email removed as per Community Guidelines] So I use that as my primary login. I have never used [email removed as per Community Guidelines] as my login email.

But why is there no "Recover Password" or "Sign In" button?

tomdozier

I see my files on the screen that logged me in, and so I know it is my correct, primary Dropbox account. There is still no explanation why the "Sign In" button is not on my new laptop.

Megan

Hi there, @tomdozier let me jump in!

Keep in mind that since we're on a public forum it'd be wise to not share publicly your personal info such as email addresses.

Now, I think I know what the culprit here might be. Based on what you mentioned, you can sign in using your Gmail account, but says that the email is already taken then prompts you to create a new account when using your comcast email address.

Have you checked to make sure you're not using your comcast email address as a secondary email to your Gmail one?

If that's the case take into account that you will not be able to sign in via a secondary email. You can always remove it from your account, and create a new Dropbox account with your Comcast address.

I'll be waiting for your updates!

tomdozier

Yes. That is it. But since I had NEVER signed in with the thdozier... email, it did not make sense to me to use it.

Megan

Hey @tomdozier!

Hope things are going smoothly! Just wanted to check if you still need a hand. If all's well, let me know.

If you need something else, please let me know and I will be more than happy to help every step of the way.