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I need to access my Dropbox account, but the one-time code is sent to an inaccessible email.

Yesterday, my time from 8:00, my computer was encrypted. I have two files on DropBox that I cannot function without. I remember the password to DropBox (the account was created around 2009). Unfortunately, for some time DropBox has introduced that in order to get to the account, you have to enter a code that was sent to the email. The email account was also created around 2009 and since then I have never logged in again (I am not sure about the password to the email). It seems that the email account has been disabled due to the lack of login. I wrote to the provovedar but contact with the service is difficult. How can I download two files from my account. I know their name, date. I have access to all files but they are encrypted. One folder was shared with another user but these two files that are important to me are not there. Please help me gain access to these files (these are ZIP files, a database copy of my program).

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Nancy

Hi @klubasek! Thanks for posting this on our Community.

You don’t happen to have any other devices that are currently linked to the Dropbox account in question, right?

I’m asking because, if you do, you can look at their notifications and the one-time code may have been sent there, too. You can sign in to your Dropbox account this way and change its email address to one you can access.

If that’s not the case though, I can go ahead and log a ticket for you at the email address you see here and we’ll check this internally.

Let me know.

klubasek

DropBox was installed only on the computer where the encryption occurred. The DropBox application no longer starts because the files responsible for logging in have been encrypted. Please help - send two files so that the clinic can work again.

Walter

When you say that the app no longer starts, can you maybe send us a screenshot of the exact error you're getting @klubasek?

Otherwise, we could send you an email to have a further look internally as well at this point.

klubasek

DropBox application would not start. I reinstalled it yesterday, it started but a login window appears with an error.

Hannah

Thanks for the additional info and the screenshots, @klubasek.

If you'd like to address the issue accessing your account first, we can send you an email and then at a later time we can come back to the issue on the desktop app.

What do you think?

klubasek

Yes, please resolve the issue with access to my account.

Hannah

Thanks, @klubasek, I just emailed you, so we'll continue there!

klubasek

Hey. When can I expect help regaining access to my account?

Rich

klubasek wrote:
When can I expect help regaining access to my account?

You should have received an email from Hannah at the email address shown here two days ago. If you haven't received it, check your spam folder.

Know that you may need to wait a couple of days now, as Support usually doesn't work on the weekends.

klubasek

I did not receive the email. Please resend.

Can you provide the last 3 characters of the address you

klubasek

I have corrected the email address in my profile. Please resend the email. Thank you.

Megan

Sure thing @klubasek.

I just sent you the email, we'll take it from there!

klubasek

I managed to contact my email provider a moment ago and they unblocked my suspended account. Unfortunately, the code from DorpBox is not coming. The account is working fine now. I sent a few test emails and they all arrived, but the code from DropBox is not coming.

Hannah

Have you checked your spam folder as well, @klubasek?

Try adding no-reply@dropbox.com to your email contacts as well and then try again, if the code is not in your spam folder.

klubasek

I added the no-reply@dropbox.com account to my address book.

There are no messages in my spam folder.

Jay

Hi @klubasek, thanks for the info on this matter. 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 any 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.