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I can't log in to the Dropbox app through my new Android phone

I just upgraded my Android phone and I can't access the files in the app. I have a premium account and I went through and unlinked past devices but I still can't access it. I've been logging using Google. I clicked on the email that I got that verify it was me trying to log in but I still can't access my account. No matter what I do, nothing is working. Can somebody hear help? Thank you

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Hannah

I'm sorry to hear that you're having an issue with this, @bgeorgen.

Can you give us a bit more info on what's happening exactly?

Why are you not able to sign in to the app? Are you getting some kind of error message?

A screenshot better explaining the issue would be welcome as well, if you could send one.

Thanks in advance!

bgeorgen

I have a new Samsung Galaxy S26 Ultra phone that I got recently. I've had my dropbox account for some time and, every time, I upgrade my phone I've had problems syncing my files onto the new phone. I've ALWAYS had to contact support to fix it. Now, unfortunately, these people find it helpful to just direct paying customers to this forum to ferret out a helpful support reply. I've sent several messages to the email support page with no helpful reply.

I logged in through Google using my email where I have my account and I keep getting prompted to open a new account, even though I already have one. I have gone through and cleared the cache, data, etc., on my phone and still get the same message. I went through and unlinked other devices and still get the same message. I have unistalled and reinstalled the app and that doesn't help either.

Is there someone here that can help?

Please actually READ the above message and refrain from asking me a question already answered above. I don't think they train you to do that in India or Pakistan.

Thank you.

Hannah

Hey @bgeorgen, thanks for posting again.

I moved your new post under the one from yesterday, to keep everything in one place.
Now, let's get to it.

Are you only having this issue on the mobile app? How about the website? Are you able to sign in as normal there?

Also, can you confirm that you're using the correct Gmail address associated with your existing Dropbox account?

Thanks.

PS. Your support options do depend on your plan and you can see which ones are available for yours here.

Megan

Hey @bgeorgen!

Hope things are going smoothly! Just wanted to check if you still need a hand. If all's well, feel free to share what did the trick.