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Forum Discussion
Help in getting to speak with someone, in order to access my account. No access to the email address
Hi - I am both a (paid) Pro and a (free) Basic customer in UK - one used for professional reasons, the other personal.
There are account complications which the Bot is not helping me with ("Ask another question"), hence which need discussing with a live person.
Accessing Customer Support, however, requires me to first sign in to my Pro a/c. Therein lies the problem: I can't.
2-stage authentication involves a code being sent to my (Pro) email address, but a change in circumstances mean that email is no longer in operation.
No mobiles or other devices are linked to the a/c, and the other Bot-recommended actions - eg "sign in then immediately change email address" require me to sign in first - which I currently can't.
How do I contact someone who can help? (The redundancy of email address has caused other complications which require discussion too).
Many thanks
- Rich
Super User II
Stuck2 wrote:
2-stage authentication involves a code being sent to my (Pro) email address, but a change in circumstances mean that email is no longer in operation. No mobiles or other devices are linked to the a/c ...
Unfortunately, if you no longer have access to the email address and there are no other devices currently linked to the account, you won't be able to gain access to the account. Dropbox will help you cancel the billing so there are no future charges, but they won't provide access to the account if you're unable to receive the security information at the email address associated with your account.
Your best option at gaining access to the account is to contact the mail provider and see if they can reactivate the email address.
If you're unable to do that and need to cancel any future charges, 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.
Thanks Rich for your prompt reply. It looks like this a/c is therefore no longer accessible by me then, which rather changes things. (The log-in email address was deleted permanently deleted, when I retired from working).
I will now take your advise to halt future billing.
Two related (probably basic!) questions, if I may:
1. Can others still access the relevant folders, through their own DB a/cs - even if I'm no longer able to access them? That would be my desire. (I set up them up, but other users have/had editorial rights too). If so, would that also continue once I stop paying DB for the a/c I can no longer personally use?
2. When I contact DP incognito, as you suggest, would you expect that route also - as well as stopping future billing - to be able to address the fact I was hit by an annual charge earlier this month (for the a/c it now turns out I can't use), without me having received any prior notification? (Presumably this notification was either sent to the email address I can no longer use, or as a notification on the a/c which I can no longer access!).
Best wishes,
- Rich
Stuck2 wrote:
(The log-in email address was deleted permanently deleted, when I retired from working).
If the company still exists, it should be rather easy for the IT group to recreate the email address, even temporarily, so you can receive the security code. Have you considered reaching out to them?
Can others still access the relevant folders, through their own DB a/cs - even if I'm no longer able to access them?If you shared folders with others, they should be able to continue accessing the files. That said, they will have lost any means to manage the folder members, so it would be suggested that they start a new shared folder and move/copy the files that they need into it.
If so, would that also continue once I stop paying DB for the a/c I can no longer personally use?Yes, but again, they should create a new folder that they can manage themselves.
... would you expect that route also ... to be able to address the fact I was hit by an annual charge earlier this month (for the a/c it now turns out I can't use), without me having received any prior notification?That's something that only Support would be able to answer. Dropbox does send an email about a month prior to renewal, but like you said, that would have been sent to the email address you no longer have access to.
