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Password reset email not received

Hi! I created my account back in 2016-2017 and I didn't use it for a while. I changed my phone since then and now I can't login because I don't remember my password. When I try to reset it, it says that the reset email was sent but I didn't receive anything. I tried looking into the spam folder and creating a contact with no-reply@dropbox.com but nothing worked. I know this is the right email because I got a lot of mails from dropbox about my account saying that my account storage is full and I should upgrade.

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Accepted answers

Jay

If the account hasn't been accessed for over 12 months, then it means that it wouldn't be possible to regain access to the account of the files within.

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Alftrude

I have a Dropbox Plus account to which I have forgotten the password.
However, the mails for a new password do not arrive at the mail address associated with the Plus account.
I have checked the spam filter, added the Dropbox mail to the address book, set Dropbox as the desired mail and specified that Dropbox mails should never end up in spam.
It still doesn't arrive.

I contacted mail support to solve the problem there, but unfortunately the support was about as helpful as dropbox - except that at least they answered.
I have written to dropbox support (There is an support subject for this problem in the support area) 5 times asking them to contact me at a different email address and have NEVER received a reply. I have tried two different mail addresses in case one of the addresses doesn't work either.

Now I have created a second Free account to get any help at all...
I do not know what to else do (excapet hiring a hacker or go to a lawyer...)

Megan

Hi @Alftrude, sorry to hear about that!

Do you have an open ticket with our Support at the moment? Keep in mind, that the reason you never received an email when you asked the agent to contact you on a different email address, is because we can't.

We can only contact you and reply back to the email address you're using to contact us. So if for instance you use the email: Dropboxcats@gmail.com to contact us, and ask us to send an email to Dropboxdogs@gmail.com, we can't do this.

You'd need to forward our email from one address to the other, then respond back to us.

I hope this clarifies!

Alftrude

sorry - this is not helpful, because I used the support window for: Forgot password but no access to the linked email - there you enter the mail address that is best to contact, and then the address that is linked to the account but you don't have access to, or where - in my case - no Dropbox mails arrive. Where can I find a normal support mail address of dropbox that does not go through a support window?

EvanDBX

Hey @Alftrude, I am really sorry to hear about this.

In this case, I'd recommend contacting our support team for further assistance.

To do so, make sure to use an incognito window without signing into any Dropbox account and fill out this form with all the relevant information.

Once you do, please feel free to share that ticket ID with us here so that we can look it up as well.

I hope this goes well!

msimon

Hi,

I have the same issue : I cannot log in to my Dropbox account which is a Dropbox Business account (admin account). I don't receive the email to reset the password. I confirm that I have access to the email, I checked the spam and I added no-reply@dropbox.com to my contact.

My email is : [Removed as per Community Guidelines]

Could you please help to recover the access ?

Jay

Hi @msimon, thanks for the info. Could you follow these steps provided by @EvanDBX to contact the support team directly for them to investigate this matter in more detail?

nts-studio

I forgot my password. I am using same Dropbox account on other two devices. When I use "password reset" and enter my email address I never receive an email with password reset link. I have added Dropbox to whitelist and emails are not ending up in spam folder... I don't know what is going on. For now, Dropbox is working fine on two devices (password saved but I don't remember it so if I need to reinstall OS it will be lost on those working devices as well). Any idea?

Hannah

Thanks for letting us know about this, @nts-studio.

Can we send you an email, so we can take a closer look?

nts-studio

Please do so! Thank you!

Hannah

Not a problem, @nts-studio, you've got mail!

bkaminski

Users in my domain are not receiving password reset links. We are able to receive other items from Dropbox, however reset link for passwords not being received.

bkaminski

To add, spam has been checked, also have looked into our email filter appliance for logs, and there is nothing based on password resets. There are many other dropbox emails

Nancy

Hey @bkaminski! Did you also add no-reply@dropbox.com to your email contacts, before trying to reset your Dropbox password again?

How many users are having a similar issue, at the moment?

bkaminski

I am able to receive the link via personal email. When using accesshealthla dot org to retrieve there are approx 6 users not able to get the link. I have added all the known addresses including no-reply at dropbox. The emails such as announcements, and other items from no-reply@dropbox.com come through without issues. We use a filtering system; however dropbox.com has been whitelisted in the system.

hanihamad

I can't sign in to my account, the password seems to have changed .. I don't remember changing it and there is no new password saved in my password manager to indicate I have changed it.

I am still signed on my browser, phone, and ipad, I can nolonger sync my pc with dropbox since I created a new windows user and have to sign in again to the pc app .. I still have the folder on my drive but it is no longer syncing.

I tried to reset the password, but the email containing the reset information for some reason is not being sent to me .. I double checked my spam folder and even add no-reply@dropbox.com to my contacts .. and still the reset email doesn't arrive.

I double checked to see if maybe a hacker changed my email address .. but no .. it is still the same address on all my open accounts (phone, ipad, browser) so I know the email is correct,

help me reset my password please.

update: the strange thing is .. I did get an email from dropbox when I tried to engage with support .. but can't get one when trying to reset password.

Nancy

@hanihamad , besides the password reset email, have you received any other emails from Dropbox recently?

If you check past emails, do you see anything related to your Dropbox password being changed?

Also, can you send me your ticket number to have a look into it, too?

nicoswitzerland

I forgot my password and one of my devices is disconnected. I'm trying to go through the password reset process, but I'm not receiving the email to start the reset even after adding noreply@dropbox.com to my favorite contacts. Can someone help me?

edin_zg

I have the same problem, there is no support from Dropbox, chat with AI is not giving any solutions that i dint already tray

Hannah

Sorry to hear about this, @nicoswitzerland and @edin_zg.

Have you also checked your spam/junk folder?

@edin_zg, please make sure to also try what @nicoswitzerland mentioned, which is to add no-reply@dropbox.com to your email contacts and try to reset your password again.

EragonSoftware

I think operators who actually work at @dbox_ misread our / users complaints.
So I reached this thread by looking into why a certain e-mail address cannot receive emails from dropbox.

This is NOT an issue with our e-mail settings, providers, or anything else.
A friend I am trying to help out just encountered the same issue today.

So I went to my dropbox account, and shared a file with 2 different e-mail addresses.

One of them doesn't even get the e-mail, I have checked in that server's cpanel account, the email doesn't reach the server, period ! Dropbox is NOT sending e-mails to certain addresses.
And we would like to know WHY and how to fix this.
The e-mail address in question is [email removed as per Community Guidelines]
If I share the same file with another e-mail address on the same server, it goes in without a problem.
PLEASE DO NOT TELL ME TO LOOK INTO THE JUNK OR SPAM FOLDER.

The e-mail DOES NOT GET SENT / OUR MAILSERVER DOESN'T EVEN GET IT !

Thank you

Nancy

Hi @EragonSoftware, I’m sorry to hear about this.

Since this is a public forum and we can’t see details regarding each user’s account/email, I’d suggest that your friend (or whoever may have this issue and has also tried the basic troubleshooting) contact our support team directly. Here are the steps they can follow.

As they have account visibility on their end, they'll be able to help.