Child Item

I'm locked out of my account both on Desktop and Mobile and 2 factor authorization won't work

Dropbox Plan
Plus
Are you a Team Member or Admin?
Admin
Do you have access to the email linked to the account?
Yes
Are there any devices connected to your Dropbox account?
Have mobile but now logged out.

Question or Issue:

25992594

I changed my Gmail account password and was then inadvertently logged out of my Dropbox account both on Desktop and Mobile. I have a new mobile number now so I am not able to receive the 2-factor authorization texts. I never set up any back up emergency log in codes. I don't have an icon installed on my Desktop was just using the web version and mobile version. I've been a paying customer for over 10 years. I have created a ticket but the agent can not help me. I can provide ID, information on my payment method or whatever else is needed to get back in. Much of the work I have in this account will be lost forever as my laptop was stolen. I need access to this account for work. I've had to create a new account to be able to write here. This account is linked to: [Removed as per Community Guidelines]. I am also worried that in addtion to being locked out of my account, I'll continue to be charged for an account I can't access. I can provide the email of the account if allowed.

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Comments

Jay

Hi @Shiversnyc, thanks for bringing this to our attention.

From the information you've provided, including the ticket ID, it seems that the support were unable to assist you in regaining access to your Dropbox account.

Unfortunately, as the support team has stated that it wouldn't be possible, we wouldn't be able to provide you with a different answer. We're sorry we can't be more helpful on this matter.

However, the support team would be able to assist with cancelling the subscription for that account to ensure that you won't be charged any longer. I'd recommend replying to them via the ticket and asking them about this.

If you have any further queries, feel free to message back.

Shiversnyc

Please you have to help me. I am the rightful owner of the account and have been a customer for over 10 years. I have so much music in there that only exists there. I already lost so much music forever when my laptop was stolen. There has to be another way. If I'm not able to get back in to my account, I'll have lost everything and I don't know how I could go on. There is tons of music in there. How can there not be another solution? It makes no sense. I didn't even log out, I was logged out...all for changing my Gmail password. There has to be another way to prove ownership of the account. I can provide the phone number that was linked to the account. I can detail folders/files that exist in the account. How can there be solution for people in my situation? This is all coming down to the fact that I changed my phone number. There must be another solution. I can get an authenticator app. I'm using the same device that has Dropbox mobile on it, the same phone that my old number was linked to, I've just changed sims because I'm living abroad.

Megan

Hey there @Shiversnyc!

I can definitely see where you're coming from, and how stressful it is to be locked out of your account, especially when you want things to go back to normal. I'm really sorry you're dealing with that. On my end I've passed your latest comments directly to the person handling your case, and made sure your ticket's priority was changed to "High" from our side.

Since the support team is already actively investigating through email, they're the ones with the tools and access needed to resolve this. With that being said there isn't much more we can do here on the forum.

Thanks a lot for your patience while they team works this out.

If you need something else, please let me know and I will be more than happy to help every step of the way.