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I lost my phone, therefore I can't log into my old Dropbox account

hello i lost my phone so thats why i cant login my old account and i also trying to login after 2 or 3 years i have email paswrd but when i am logging in they said we sent a code on your email or linked device. but i didnt received any code on my email and i told you i lost my phone plzz help

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Megan

Hey @mosi3311, thanks for reaching out to us about this, and sorry to hear that you're having trouble.

Could you let me know the precise message you get, when you try to log into your account? Feel free to send a few screenshots my way too (just make sure none of your personal info is shown there).

Also, if I understand correctly, you still have access to the email address linked to the account, right?

Let me know more!

mosi3311

i sent an email there you sent me the mail and i sent my email address.. plz check

Hannah

Sorry to jump in here, @mosi3311, but where did you send your email?

Did you contact our support team and open a support ticket? If so, can you send us the ticket number, so we can look it up in our system?

mosi3311

oh sorry i reply that email where dropbox tagged me.. now i received failure email.. my old account email is [email removed as per Community Guidelines] )when i login they said we sent 6 digit code to your account but i oped the email there was no code or email i tried too much time but no response plz help me

Megan

Hey @mosi3311, my apologies but it's not entirely clear to me if you contacted our Support about this or not.

Could you clarify? If you haven't would it be okay for me to reach out via email, in order for us to have a closer look?

mosi3311

Sorry i didnt contact to support because i dont knw how to contact.

Megan

Hi @mosi3311, thanks for clarifying!

You mentioned a 6 digit code, therefore I believe you're referring to our 2FA feature, right? Have you taken a look into this Help Center article, by any chance?

In case this doesn't resolve your issue, let me know if it'd be okay for me to reach out via email, in order for us to have a closer look into this.

mosi3311

yes i tried everything but no result..

mosi3311

plzz help

mosi3311

hello any update about my account plzz update

Hannah

No worries, @mosi3311, I just sent you an email, so just reply back to me when you can.

Thanks!

mosi3311

which email address u sent the email.. on my old account??

mosi3311

yeah i received a ticket number 18852987 now what can i do??

Mark

You need to reply to it @mosi3311. However, from experience if you dont have the 2FA device or the recovery codes it isnt possible to recover an account - that has been publicly stated here many times.

mosi3311

what is the 2FA.. when i lost the phone i was using dropbox in dropbox app.. and i set a sceurity code to open the app..

mosi3311

i have email i have paswrd.. just i am trying to signing after a long time.. when i am login that will said we sent a 4 digit code to your email address.. but when i open email there is nothing.. i tried couple of time buy no result.. and now u r saying we cant recover your account

mosi3311

???

mosi3311

i have everything..

mosi3311

look when i am trying to sign in then they said we sent a 6 digit code to your email address but i didnt received.. may u understand what am saying..

mosi3311

and i also change the country

xleong91

anything else i can do to retrieve my account back?

Hannah

Hey @xleong91, sorry to see you're having trouble accessing your account.

Have you taken a look at the info here, to see if you find something helpful?

xleong91

Yes already checked through all the Q&A but nothing can help because i dont have my old recovery phone number and i dont remember recovery code

Nancy

Sorry to hear this, @xleong91.

In the past, did you have the Dropbox desktop app installed on any of your computers perhaps? If yes, please check if the local Dropbox folder is still available there. You may be able to access your Dropbox files this way, and transfer them to another location on your device.

xleong91

Hi unfortunately i dont..

Jay

Hi @xleong91, 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 enter an email address that you can access, followed by your details.

Bayu26

I can't log in to my account, I've lost my mobile number and I've changed phones, and I don't have a backup code number. How can I log back in when I'm being asked for two-factor verification. Please help me

Rich

@Bayu26 wrote:
I can't log in to my account, I've lost my mobile number and I've changed phones, and I don't have a backup code number. How can I log back in when I'm being asked for two-factor verification. Please help me

Unfortunately, if you no longer have access to your phone to receive the two-factor verification code and you no longer have your backup codes, it wouldn't be possible to sign in to the account unless you have another active device already signed in to receive the code.

https://help.dropbox.com/account-access/issues-two-step-verification

Future ndlovu

Yes I have the email but I don't have the SIM

Hannah

Hi @Future ndlovu, if I understand correctly, you're also having an issue accessing your account, because you've lost your phone.

Have you checked this article with some relevant info?

If nothing helps, I would suggest opening a support request with our team. You can do so, by following these steps:

Open a private browsing/incognito window and go to this page.
Choose your issue type and fill out the rest of the form.
Click "submit".

I hope this helps!