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Forum Discussion
Friend cannot login to cancel the account, and they're getting charged
We have been trying to cancel an account, but we cannot login, and dropbox support is going around in circles. The account was compromised in May, and we have had no traction to disable/cancel this account. We changed the password, but we cannot login due to:
Sign in with a notification
Tap Yes when you get the notification on this device:
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Android SM-G965W
Last active about 3 years ago
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Dropbox support has been zero help. They keep telling us:
As previously mentioned, the following information is required in order to disable two-step verification if you have lost or reset your phone:
1. A linked computer or mobile device
2. Your emergency backup code
3. A backup phone number on file that can receive text messages
1 - there is no linked computer or mobile device (since the account was inactive)
2 - this has been lost/forgotten as it was an account not in use
3 - there is no option to send a code to a backup number on the 2fa screen
We've explained this in an email to dropbox support but they keep responding with these 3 items.
Now we're getting charged hundreds of dollars and we cannot disable/cancel this account
How can we get this resolved?
It is not this account that i'm logged in as that we're trying to cancel.
We cannot actually login as that account to submit a support ticket or post anywhere...well, due to the fact that we're unable to login of course.To Clarify
We have contacted support through email FROM THE ACCOUNT HOLDER'S EMAIL multiple times, and they keep responding with the same information - which we cannot do due to not having that device anymore, and not having a number hooked up to the account, and there is no pc linked to it either.
Responses:I understand that you are referring to two-step verification.
Enabling two-step verification with Dropbox keeps your account secure when the email or password has been compromised. To keep our users’ accounts secure, we can’t rely on email verification alone to uphold the integrity of account security features like two-step verification.
Can you double-check if you have any of the following? If you have any one of these things, I may be able to help you sign in to the account:
1. A computer or mobile device linked to your account through the Dropbox app
2. An emergency backup code for your account
3. A backup phone number added to your account that can receive SMS messages
The above listed steps will assist you to disable two-factor authentication if you have lost or reset your phone.----------------------------------------------------------------------------------
As previously mentioned, the following information is required in order to disable two-step verification if you have lost or reset your phone:
1. A linked computer or mobile device
2. Your emergency backup code
3. A backup phone number on file that can receive text messages
Two-step verification is meant to protect your account when your email or password is compromised. When you set up two-step verification, you are telling Dropbox that the email address and password are no longer sufficient to access the account. That's why it's so important to keep at least one of the items listed above available at all times.This is the ticket #24249245
- can't login to cancel account, constantly getting charged
- support is no help, keeps us in a canned response loop- emailing since May 2024
how the **bleep** do we cancel this account? this **bleep**ing site, we're going to dispute all the charges with Visa
