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Helpful | Level 5

4 years ago

Solved

Phone number has changed/new phone... HELP!

I need to access my old account. Two-step verification appears to be on. Code was sent to my old phone number, which has changed. I now have a new phone and new number. (Old phone no longer works as t...

Account Access

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Security

Rich
4 years ago
RCJ37 wrote:

Surely someone must have considered this circumstance.

Yes, they have, and it's why you were given emergency backup codes when you enabled two-step authentication. You use the codes to gain access to your account when you no longer have access to the phone used for authentication.

https://help.dropbox.com/accounts-billing/security/issues-two-step-verification#lostphone

Mark

Super User II

4 years ago

Hi tek825

I'm afraid, simply put, that without access to the old phone number or your backup codes which are given as you set up the 2FA you cannot get access to the account. There is no way round this, at all.

As your phone itself is broke can you not just swap the SIM in to another phone?

RCJ37
Explorer | Level 4
4 years ago
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I previously had two phone numbers given Dropbox. Now I have but one cellphone number, the second phone has been cancelled since my wife has Alzheimers. Yes, I can submit my email address and ask to reset my password hoping to get to my phone settings and bring my account up to current, however the next hurdle I face is providing a passcode that you continue to send to numbers I no longer have.

I've been a member of Dropbox for more than 10 years and have a good deal of information stored on your site but unfortunately, as the old saying goes, "You just can't get there from here." Surely someone must have considered this circumstance.

I not only have a new phone number but I have a new carrier. My old SIM card went in the trash. What a predicament!
- Rich
  Super User II
  4 years ago
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  RCJ37 wrote:
  
  Surely someone must have considered this circumstance.
  
  Yes, they have, and it's why you were given emergency backup codes when you enabled two-step authentication. You use the codes to gain access to your account when you no longer have access to the phone used for authentication.
  
  https://help.dropbox.com/accounts-billing/security/issues-two-step-verification#lostphone
- RCJ37
  Explorer | Level 4
  2 years ago
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  Like most internet users I have a massive number of passwords and user names, in excess of 400 and growing. Expecting me or any user in my situation who has foolishly misplaced his two-step authentication code after years of having it issued is inconceivable. Based on this experience I will never institute an authentication code again on any site. Our world today has placed astronauts on the moon numerous times, sent spacecraft around the dark-side of our moon and circled our planets, gathered samples, and returned them safely to Earth, BUT we can't prevent troubled minds from bilking our money and invading our privacy.

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HELP!","id":"message:521985","revisionNum":3,"repliesCount":14,"author":{"__ref":"User:user:1444261"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:101001019"},"conversation":{"__ref":"Conversation:conversation:521985"},"readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:521985"},"body@stripHtml({\"truncateLength\":200})":"I need to access my old account. Two-step verification appears to be on. Code was sent to my old phone number, which has changed. I now have a new phone and new number. (Old phone no longer works as t...","body@stringLength":"1072","rawBody":"I need to access my old account. Two-step verification appears to be on. Code was sent to my old phone number, which has changed. I now have a new phone and new number. (Old phone no longer works as the screen is shattered/doesn't power on) I don't recall having an emergency backup code on hand either. I need to get into my old account. My email address for my old account is <SNIP> I know the password. I NEED TO TALK TO CUSTOMER SERVICE BY PHONE OR EMAIL A/S/A/P. I NEED A LIVE PERSON PREFERABLY. (I had to create a new email address, Google account, etc. all because two-step verification was \"on\". Apparently most of my online activity was linked to my old number, which no longer exists. I find it super frustrating...) There are very important files on my original account that I need to retrieve/get back. I created this new account (that I'm using to type this) just so that I can file a complaint and hopefully get some answers/HELP!

*Edit: I no longer have the SIM card to my previous phone, which was a Samsung Galaxy A10e ... Ugh! *@$!&#","kudosSumWeight":3,"postTime":"2021-05-21T22:55:40.370-07:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjUuMnwyLjF8b3wxMHxfTlZffDE","node":{"__typename":"Tag","id":"tag:Account Access","text":"Account Access","time":"2022-07-26T01:46:15.468-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuMnwyLjF8b3wxMHxfTlZffDI","node":{"__typename":"Tag","id":"tag:Account Settings","text":"Account Settings","time":"2018-07-09T06:04:28.275-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuMnwyLjF8b3wxMHxfTlZffDM","node":{"__typename":"Tag","id":"tag:Security","text":"Security","time":"2019-05-29T04:36:45.190-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:521985_3"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":45317},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"customFields":[],"body":"I need to access my old account. Two-step verification appears to be on. Code was sent to my old phone number, which has changed. I now have a new phone and new number. (Old phone no longer works as the screen is shattered/doesn't power on) I don't recall having an emergency backup code on hand either. I need to get into my old account. My email address for my old account is <SNIP> I know the password. I NEED TO TALK TO CUSTOMER SERVICE BY PHONE OR EMAIL A/S/A/P. I NEED A LIVE PERSON PREFERABLY. (I had to create a new email address, Google account, etc. all because two-step verification was \"on\". Apparently most of my online activity was linked to my old number, which no longer exists. I find it super frustrating...) There are very important files on my original account that I need to retrieve/get back. I created this new account (that I'm using to type this) just so that I can file a complaint and hopefully get some answers/HELP!

*Edit: I no longer have the SIM card to my previous phone, which was a Samsung Galaxy A10e ... Ugh! *@$!&#"},"Conversation:conversation:521985":{"__typename":"Conversation","id":"conversation:521985","solved":true,"topic":{"__ref":"ForumTopicMessage:message:521985"},"lastPostingActivityTime":"2024-03-06T22:05:53.371-08:00","lastPostTime":"2024-03-06T22:05:53.371-08:00","unreadReplyCount":14,"isSubscribed":false},"ModerationData:moderation_data:521985":{"__typename":"ModerationData","id":"moderation_data:521985","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:521985_3":{"__typename":"Revision","id":"revision:521985_3","lastEditTime":"2021-05-22T04:44:32.153-07:00"},"ForumReplyMessage:message:522006":{"__typename":"ForumReplyMessage","id":"message:522006","conversation":{"__ref":"Conversation:conversation:521985"},"author":{"__ref":"User:user:1972"},"revisionNum":1,"uid":522006,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001019"},"subject":"Re: Phone number has changed/new phone... HELP!","readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:522006"},"parent":{"__ref":"ForumTopicMessage:message:521985"},"body":"

Hi tek825

As your phone itself is broke can you not just swap the SIM in to another phone?

","body@stringLength":"531","rawBody":"

As your phone itself is broke can you not just swap the SIM in to another phone?

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HELP!","moderationData":{"__ref":"ModerationData:moderation_data:572573"},"body":"

I previously had two phone numbers given Dropbox. Now I have but one cellphone number, the second phone has been cancelled since my wife has Alzheimers. Yes, I can submit my email address and ask to reset my password hoping to get to my phone settings and bring my account up to current, however the next hurdle I face is providing a passcode that you continue to send to numbers I no longer have.

I've been a member of Dropbox for more than 10 years and have a good deal of information stored on your site but unfortunately, as the old saying goes, \"You just can't get there from here.\" Surely someone must have considered this circumstance.

I not only have a new phone number but I have a new carrier. My old SIM card went in the trash. What a predicament!

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I not only have a new phone number but I have a new carrier. My old SIM card went in the trash. What a predicament!

RCJ37 wrote:
\n
Surely someone must have considered this circumstance.
\n

Yes, they have, and it's why you were given emergency backup codes when you enabled two-step authentication. You use the codes to gain access to your account when you no longer have access to the phone used for authentication.

https://help.dropbox.com/accounts-billing/security/issues-two-step-verification#lostphone

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wrote:
\n
Surely someone must have considered this circumstance.
\n

https://help.dropbox.com/accounts-billing/security/issues-two-step-verification#lostphone

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Phone number has changed/new phone... HELP!","moderationData":{"__ref":"ModerationData:moderation_data:734790"},"body":"

Like most internet users I have a massive number of passwords and user names, in excess of 400 and growing. Expecting me or any user in my situation who has foolishly misplaced his two-step authentication code after years of having it issued is inconceivable. Based on this experience I will never institute an authentication code again on any site. Our world today has placed astronauts on the moon numerous times, sent spacecraft around the dark-side of our moon and circled our planets, gathered samples, and returned them safely to Earth, BUT we can't prevent troubled minds from bilking our money and invading our privacy.

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