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Forum Discussion
Can I reset my password without access to the email as I forgot it?
i have forgotten my password and no longer have access to my email, how can i reset my password and change my email?
Walter
Dropbox Staff
Dropbox StaffHi Andrew1983; welcome to the Community!
Truth be told, if you can’t access the email address you use for your Dropbox account to ask for a password reset, we can't verify the account's ownership so we won't be able to help you regain access.
That said, you could check if you email service provider offers a way to recover the email address you used to tackle this obstacle or else, assuming you're still logged into the account in question, download and transfer your files to a computer (or even a new Dropbox account).
I know it's not much, but I sure hope this information helps.
Please keep me posted!
Hello,
I have a strange situation, where I know the password and account for dropbox, but I can't login because it says my password is expired.
I can't access my email address linked with dropbox, because it no longer exists.
When I tried to update this old email address which is no longer available with a new one, my dropbox password expired, and it logged me out.
Is there a way beside the non working email address to remove the restriction, and be able to login with my current account and password?
This is what I get after logging in:
Thanks.
- Hi Fulgultez,
I am curious to know if Dropbox helped you access your account and how? I am having the same problem as you did and was wondering how your got solved. So far Dropbox support has not been helpful at all with helping me even though I have receipts and proof that I paid for the account!Hello Dropbox team,
I'm having the same situation and has submitted my issue in ticket #12059229
Please take a look. Thanks a ton!
- Hi Lehamy,
Good luck with accessing your account! So far dropbox has been unhelpful but
hopefully they will rethink their security measures since more and more people are facing this issue! Please keep me posted if they help you access your account!
- Daphne
Hello Fulguletz, I'm sorry to hear about the situation!
Do you possibly have any devices still connected to your account? For example, the desktop or mobile app.
If so, you can try the steps outlined here to reset the password through the connected device.
Let me know if this helps!
Hello,
Unfortunately, no. The only device I was logged into was the browser that logged me out when I tried to change the email.
The problem is I also have an active subscription, which will autorenew in a few days. So it there alteast a way to remove the payed subscription?
Regards,
- Daphne
Thanks for getting back to me here Fulguletz!
In this case, I would suggest reaching out to our Support team for some help with this.
To do so, please submit a help request from this page, via an incognito window (so you're signed out of Dropbox).
Please just make sure to enter an email address that you have access to, so that you can receive the reply from our team via email.
You can also let me know the ticket number (eg. #1234567) that you receive for your case, so that I can pass along the info you provided here already.
- Walter
In that case, I'd suggest trying an incognito window without signing into any account Fulguletz.
When on this page, click on the 'Need help with a billing issue?' button and submit a Help Request from the relevant option at the bottom of the page.
You'll need to input your payment's information along with an email address we can reach you to sort this out.
Just to be sure we are on the same page.
Is this the page where I am supposed to put the compaint?
Because here it asks for the email that I stated in this post that I do not have access to anymore, because that is what I was trying to do. Change the email address that I have no longer access to while logged in, but it logged me out, and invalidated my working password. Is there no human I can actually talk to in order to solve this issue? Because it seems that Dropbox really hates the customers, and is never willing to help. There is a circle I am going around into, because no one is reading the problems users have.And you have just billed me on an account that I can't access. This is already starting to be bad, because I am paying for a service that I can't use.
Hi! This happened to me too! My ticket number is Ticket #11945763. Please help me recover my account!
- DaphneThanks for posting katrinaskaar.
It looks like this is an older ticket and has since been closed, could you submit a new ticket by visiting this page via an incognito window (so you're signed out of any Dropbox account)?
