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6-digit code required to login is sent to an email address I no longer have access to

Hello,

I can no longer access my Dropbox account since the 6-digit code required to login is being sent to an email address that has been deactivated by my previous organization. I have read several posts in the community forums but so far none of them have been helpful.

Is there a way to submit a support ticket or another way to authenticate my identity to recover my account?

Here is a summary of my situation:

1) The email address linked to my account is not accessible and cannot be reactivated.

2) I have no devices linked to my account or that are logged into the account.

3) I know my password for my account and have successfully inserted it into the login page.

4) I am only on a Basic plan (free account)

Any help is appreciated. Thank you.

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Accepted answers

Nancy

Hi @douel045, and sorry to jump in here.

Can you please follow these steps and log a support ticket with our team?

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.

Once you have a confirmation email with a ticket number, please post this number here, so that we can locate your ticket in our system.

All comments

Rich

@douel045 wrote:
I can no longer access my Dropbox account since the 6-digit code required to login is being sent to an email address that has been deactivated ... Is there a way to submit a support ticket or another way to authenticate my identity to recover my account?

Unfortunately, if you no longer have access to the email address associated with your account, you won't be able to gain access. The only possibility would be if you had an active device already linked to your account. Your best option will be to contact your previous organization and see if they're reactivate your email address, even temporarily, so you can receive the security code.

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

douel045

Unfortunately, I have already contacted my previous organization and reactivating my account is not an option. Does that mean its the end of the road? Surely there must be other ways to address this and authenticate my identify?

Thanks.

Nancy

Hi @douel045, and sorry to jump in here.

Can you please follow these steps and log a support ticket with our team?

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.

Once you have a confirmation email with a ticket number, please post this number here, so that we can locate your ticket in our system.

douel045

Thank you.

Nancy

No problem!

When you have the ticket number, please give me a nudge.