Child Item

Can't receive a security code in order to access my account, and cancel my plan.

In my prior work, I used the work email address to register Dropbox and paid the subscription by my personal credit card. After quitting the job, I would like to stop the subscription. Though I remember the Dropbox account password, I can’t login my account due to the second factor authentication code was sent to the work email. I submitted a request to remove second factor authentication. However, I didn’t receive a response from Dropbox.

Find more posts tagged with

Cancellations

Account Access

Payments

Promote

Comments

Megan

Hey there, @Azona, welcome to our Community!

Based on what you described, you’re trying to obtain the security code when trying to regain access to an account associated with an email you no longer have access to either.

I checked on our system, and it seems an agent replied back to your request asking for more info. Can you check your spam/junk folder on your email and let me know if you can locate the reply?

If you don't have the necessary info that the agent asked in order to access the account, you can always let them know that you simply need to cancel the subscription associated with it.

Keep us posted with any updates!

Rich

Azona wrote:
I submitted a request to remove second factor authentication. However, I didn’t receive a response from Dropbox.

That's not a two-factor authentication code. It's a one-time security code that Dropbox sends to the email address associated with the account, which isn't the same as the two-factor verification option that one can enable.

You'll need to contact Support directly, and while they may not be able to get you access to the account (they rarely provide access if you're unable to verify the email address), they can at least help you stop any further charges.

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 Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

https://www.dropbox.com/get_help/billing-issue

Azona

Hi Megan,

I double checked my email folders and confirmed that I didn’t receive your team’s reply. Could you please check the reply was sent to my email: [email removed as per Community Guidelines] correctly?

Megan

Hi @Azona, thanks for the speedy reply!

I just reached out to your Community-linked email address, in order for us to have a closer look into this. Please check if you received my reply.

Thanks!

Azona

Thanks, Megan. I have confirmed the message through my email address yesterday. However, I didn’t receive any team member contact me for next step so far. I just wanted to follow up if you are processing my ticket.

Megan

Hey @Azona!

I just replied back to you asking for more info. I'll see you there, thanks!

Azona

I have provided the requested information in the ticket and look forward to resolve the access issue by this week.