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I can't access my Dropbox files, as I keep being asked to verify my email address.

AmyP2019

HELP!!!! I set up a Dropbox account in 2012 with my school email address (not a school group account). I can log in, but I cannot see my files because I cannot verify the account address. When I try to change my email address, I receive an error message. I just want to see my pictures from Italy!!!!

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Rich

@AmyP2019 wrote:
I can log in, but I cannot see my files because I cannot verify the account address.

If you're able to sign in, you shouldn't need to verify your email address to see your files. How long has it been since you last signed in to the account?

AmyP2019

Mid-February of 2024. I had no problem accessing my files until I purchased a new computer. When I installed the Dropbox app yesterday, I could log in, but I was prompted to verify my email address. When I requested verification be sent to a different address, I got an error code.

Nancy

Hey @AmyP2019. The verification applies for the email address that’s currently linked to your Dropbox account, so it can’t be routed to a different email address.

However, can you send me a full screenshot of what you see when trying to access your Dropbox files? If there’s any personal info, please make sure to mask it first.

Finally, you mention having this issue when using the Dropbox app. Can you access your files online instead?

AmyP2019

Hi Nancy,

Here is what I see even when I try the online site

Screenshot 2024-09-13 at 4.59.01 PM.jpg

Screenshot 2024-09-13 at 4.57.13 PM.jpg

Screenshot 2024-09-13 at 4.56.37 PM.jpg

Nancy

Thanks for all these screenshots! Just to clarify, are you seeing the prompt to verify your email address right when you go to your Homepage here?

Are you seeing the same thing, if you try via an incognito window?

Do you have any other devices (especially computers) where your Dropbox files are still accessible?

AmyP2019

Hi Nancy,

I see the verify message when I go to my settings. I can see any of my files. I get a message that I have to veryfy my old email before I can see me files. It happens when I am incognito as well.

In the app, I am still told an email with a 6-digit security code has been sent to my disabled account lol

Jay

Hi @AmyP2019, thanks for the information. I’d recommend getting in contact with our support team directly to look into this matter in more detail.

You can do this by opening an incognito/private browsing window, while not signed into your account, and accessing this link.

From there you should be able to contact support. Make sure to pick an email to which you can receive and send emails from.

AmyP2019

Jay, thank you for responding. All I see is the chatbot - no true conversation. I am in search of literally 1 file. Can I speak to a live person?

Mark

@AmyP2019 wrote:
Jay, thank you for responding. All I see is the chatbot - no true conversation. I am in search of literally 1 file. Can I speak to a live person?

Live Support is only available to Paid users (note, I believe you actually need to be paid and not a trial). If you are then you can get it Monday through Friday via www.dropbox.com/support 🙂