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Forum Discussion
I can't access an account that's linked to an old email address I can no longer access
I bought a new computer and I have a new email address, and I'm not being able to login my premium account which is linked to my old email address which I have no access. I'm also having problems contacting Dropbox. Can anyone help?
Hi Nancy, I didn't receive any email.
Can you please let me know to which email did they get in touch? I need to sort this urgently, please.- Hannah
Dropbox Staff
Hey Andrea Moitinho, to ensure that you'll get a reply from our team, when filling out the form in the "Email address associated with your Dropbox account" section, fill in an email address you can access.
Let us know if this helps or not.
Dear Hannah! I'm logged out my account for over a month now. I'm a graphic designer, running a company. All my files are on this account and I'm in big trouble. As I mentioned above, I'm unable to log in. I'm also not sure what form you are talking about, as the form I had send a conde to my old email. This conversation is going on circles, and I really need to regain access to my account. How can we make this happen, please? Can someone call me? This email at the moment is associated with a temporary Dropbox folder I'm using as I can't access m
That's correct, Nancy.
I have a new email address, but my account is linked to an old one which I no longer have access.
- Nancy
Thanks for clarifying, Andrea! One more thing I’d like us to check; do you happen to have any devices currently linked to your old Dropbox account?
If you do, please make sure to also check their notifications section; in some cases, the one-time code can be found there.
Let me know how that goes.
Unfortunately, I don't Nancy. What else can we do?
Thank you Mark! It didn't happen still. I'll see if anyone from support replies to me.
- Nancy
Hi from me as well, Andrea Moitinho!
Can you please clarify for me exactly what you see when trying to access your old Dropbox account? Are you being asked for a one-time code perhaps, which you can’t locate because your old email address is inaccessible?
If there’s something else happening, please let me know (you can also paste here any relevant screenshots you may have; just make sure you’ve hidden your personal info).
I’ll be able to further guide you this way.
Thank you Walter! I have a premium account under an old email address that I no longer have access to. My account is premium, however I can't reach support through the account, as I'm logged out. Thank you for the links above, there are a lot of information, but no direct email or number I can reach. The chat boot gets me nowhere. Are you able to send me a direct contact? Thank you in advance.
- Mark
Super User II
Thank you for the links above, there are a lot of information, but no direct email or number I can reach.
There isnt one I'm afraid.
You need to go to www.dropbox.com/support while not logged in. Even to here - so try and use incognito windows. Then you can get an option to log a support ticket to Dropbox.
Note that its probably unlikely you can get access to your account, but, they'll be able to help stop billings: https://help.dropbox.com/account-access/lost-email-access
- Walter
Hey Andrea Moitinho - sorry to hear you're having issues with this.
Can you please let us know some additional information about the problem you're facing?
For example, are you not able to log into the account in question by using your old email address and password? Are you getting any particular error perhaps?
As for contacting our support team, you can check your available options on this page.
In any case, please keep me posted!
