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brianskiba's avatar
brianskiba
New member | Level 2
4 months ago

I need help to get access to a Dropbox account of my child that passed away

My daughter, Alexandra, died at the start of COVID in 2020.  I just saw a bill from DropBox, and since I have a free account, realized she must have used my credit card to buy more space.

 

Since I am a free user, I have no way to track this down by email or with a human, and let's face it, their chat box is useless.

 

Her email account is no longer accessible.

 

How do I get to this account given I don't know her dropbox password.  I know her email, but any changed password would likely have to be verified by her email address.

 

Thank you all for your help.  There are probably lots of pictures and videos that I my wife and I would cherisj.

 

Kind Regards,

Brian

Account Access
FAQ
  • Mark's avatar
    Mark
    4 months ago
    brianskiba wrote:

    The next question is, do we use the same procedure you point to in order to get the 2 factor authentication turned off?

    Sorry to hear of your loss 😞

     

    You will need to speak to support to see if they can turn off 2FA - they may not be able to unfortunately. However, they are the only ones who can help. The link already given is probably your best bet

  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff
    4 months ago

    Hi brianskiba, thanks for bringing this to our attention.

     

    We're sorry to hear of your loss and understand how important it would be to view any files she may have had. 

     

    We do have information in this article that should help you in relation to locating her files on an existing device, or gaining access to her Dropbox account.

     

    If you need any further assistance, please let me know.

    • brianskiba's avatar
      brianskiba
      New member | Level 2
      4 months ago

      Thanks very much Jay. 

      We have the login and password, but we no longer have her phone subscription and Dropbox is doing a second factor authentication on the phone.  We can't update the phone number as we can't login without authenticating.

      The next question is, do we use the same procedure you point to in order to get the 2 factor authentication turned off?

      Brian

      • Mark's avatar
        Mark
        Icon for Super User II rankSuper User II
        4 months ago
        brianskiba wrote:

        The next question is, do we use the same procedure you point to in order to get the 2 factor authentication turned off?

        Sorry to hear of your loss 😞

         

        You will need to speak to support to see if they can turn off 2FA - they may not be able to unfortunately. However, they are the only ones who can help. The link already given is probably your best bet

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