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I need to change my email but I don't have access to it

Hello,

I need your help with a serious issue, and I'm unsure how to resolve it.

I created my account four years ago, and about a month ago, my email was suddenly suspended without any valid reason. Now, as I attempt to update my email, I’ve realized that I don’t remember my password since I haven’t used it in a long time.

The problem is that to change the email, I need to enter my current password, and to reset the password, I need access to the suspended email—leaving me stuck with no way to recover my account.

Could you please advise on how I can regain access?

Thank you for your time and support.

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maracyuca m.

Thank you all for your support !
I've managed to recover my account as Violet from Dropbox support sent me a password reset link and everything is in order now ! I've managed to recover the full access of my account !

All comments

Mark

maracyuca m. wrote:
Could you please advise on how I can regain access?

Its almost certainly not possible I'm afraid: https://help.dropbox.com/account-access/lost-email-access

As long as you are still logged in the official line is to download everything and set up a new account. PLEASE try and do this urgently as if you are logged out your account is almost certainly lost forever.

maracyuca m.

this is not a good solution as I've earned 20 gb from referrals over the years

Rich

maracyuca m. wrote:
this is not a good solution as I've earned 20 gb from referrals over the years

You can try contacting Support, but they may not be able to help. You need to maintain an active email address on the account in order to receive password resets and one-time security codes as required.

To contact Support, visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

https://www.dropbox.com/support/sign-in-issues

maracyuca m.

I've also tried this:

https://www.dropbox.com/support/sign-in-issues
The odd thing is that I receive one time login code but I'm not able to change password or email !

Hannah

Hey @maracyuca m., did you follow Rich's steps to submit a help request to our team?

If so, please send us your ticket number, so we can look up the communication in our system.

Thanks!

maracyuca m.

Rich, Thanks for your help !
I just did it..I'm sure they will be able to help me as I can provide a lot of details for security from inside my account as last code received..last uploads...etc

maracyuca m.

Hello Hannah,

Yes I did and I have a reply from Larry:
Larry, Feb 19, 2025, 6:35 AM PST:

HI there,

Thanks for contacting Dropbox Support, my name is Larry and I would be happy to assist you.

I sent your request to a member of my team who specialises in this kind of issue. They'll review it carefully, and get back to you as soon as possible.

In the meantime, if there's any additional information that you think would be helpful for us to know, please forward it along by replying to this email. (We're able to troubleshoot faster if we have all relevant info in the same email chain.)

Regards,
Larry

I've also sent a reply back but I didn't receive nothing back since Feb 18:

Thank you for your response!

I’m happy to provide any details from my account that you may need to allow me to reset my password, which I believe has expired, and regain full access.

I can also provide the one-time codes I receive when attempting to log in from a different browser.

Please assist me in recovering my account, as I’ve had it for four years and don’t want to lose it over this issue.

Thank you very much,

Could please help me regain access to my account?

Thank you !!!

maracyuca m.

Ticket #24793346

Yes, I followed the link Rich provided and also contacted support directly. They were able to assist me in resetting my password.

Megan

Awesome news @maracyuca m.!

If you need something else, just give us a shout.

Have a lovely weekend ahead,enjoy!

😇