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I am unable to update my email address because the link from Dropbox does not arrive.

I am unable to update my email address because the link from Drop Box does not arrive.

I have checked the Spam folders.

I have tested that the email address receives from other senders.

Drop Box sent me several other mails congratulating me on joining this Support Forum.

Which would be hilarious if it weren't that I am only here because I cannot update my email address.

This week I have updated my details on 100+ sites and DropBox is the first one where this type mail doesn't arrive at all.

What's wrong with your mail link system? What do I do to update my email address?

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Walter

Hi there @beanbag - sorry to hear you're having issues with changing your email address of your Dropbox account.

Could you try clearing your browser's cache and/or trying another browser (preferably with no extensions or plugins running) and let me know if you're still not getting the email to update your email address?

Thanks!

beanbag

Hello @Walter Thank you for your reply. Unfortunately, the issue is still not resolved.

I have logged into my DropBox Account on 3 browsers:

Safari
Chrome
Firefox

Using each one in the Account settings UI it says there is an email change pending. It shows the email address I inputted to update to yesterday.

In each browser when I click on the link to update the address to send a confirmation mail, no mail arrives at the new address.
The only messages I have received from Dropbox are notifications that someone (me) has logged into my account (with details or location, browser etc.)

But the emails to update to email address are not arriving. Nothing.

Please , couldn't someone kindly send me manually an email to update my account or direct me to some kind of human support service that can change the address for me?

This experience is the most vexing and unbelievably unreliable I have encountered this entire week updating my details on 100+ websites.

How will this issue be resolved?

Thank you for any further suggestions.

EDIT: And I have just received another superfluous message from Drop Box congratulating on me in having participated in a Support Forum. It really takes the cake.

Megan

Hey @beanbag, let's jump right into this!

I'd be happy to send you an email in order for us to have a closer look into this.

Are you okay with that?

Let me know!

beanbag

Hello @Megan Thank you for your reply. Yes, please let's try that. I'm looking forward to hearing from you.

Megan

Hey @beanbag, I just sent you an email, I'll see you there.

Thanks!

beanbag

@Megan Thank for sending an email to my current (as yet unchanged) email account. I confirmed it was me. I hope you can help me to change over my registered email to my new address soon.

beanbag

@MeganThank for sending an email to my current (as yet unchanged) email account. I confirmed it was me. I hope you can help me to change over my registered email to my new address soon.

beanbag

Update. We are now 5 days on from when I opened the original post on this forum.

This morning I just received a generic message from Drop Box asking if my problem posted on this forum has been resolved.

But unfortunately, no, it hasn't.

I sent an email as requested from the email address I am attempting to update to.

As of yet, I have heard nothing back. I am not sure whether this a due to challenges with technical issues, customer service congestion or just cultural differences in perception on what qualifies as common courtesy.

Presuming nobody is going to help me with changing the email on this account and I will not be using the email anymore, it seems the only option is to back up files from my account, and shut it down.

It is disappointing and rather surprising that DropBox customer support is so poor. During this past week I have dealt with 100+ companies in Europe, Asia and the US who have easy to implement email change procedures. They are varied in their approach. Some changes even involved validating my ID over the phone or with government issued ID. It was time consuming but the issues were resolved usually within 24-48 hours.

Perhaps the Drop Box Customer Support for paid premium services is as poor or disappointing as this was. But this rather poor customer experience is not a testimonial encouraging investment of time or money in it.

Megan

Hey @beanbag, I just checked our updated ticket and saw that you've replied back to me!

I'll get back to you as soon as possible, thank you so much for your patience while we're looking into this!

ClaudeDenis

The email shouldn't be linked to another account so verify the current one. Peek in junk folder too.