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douel045's avatar
douel045
New member | Level 2
2 years ago

6-digit code required to login is sent to an email address I no longer have access to

Hello,   I can no longer access my Dropbox account since the 6-digit code required to login is being sent to an email address that has been deactivated by my previous organization. I have read seve...
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Rich's avatar
Rich
Icon for Super User II rankSuper User II
2 years ago
douel045 wrote:

I can no longer access my Dropbox account since the 6-digit code required to login is being sent to an email address that has been deactivated ... Is there a way to submit a support ticket or another way to authenticate my identity to recover my account?

Unfortunately, if you no longer have access to the email address associated with your account, you won't be able to gain access. The only possibility would be if you had an active device already linked to your account. Your best option will be to contact your previous organization and see if they're reactivate your email address, even temporarily, so you can receive the security code.

 

  • douel045's avatar
    douel045
    New member | Level 2
    2 years ago

    Unfortunately, I have already contacted my previous organization and reactivating my account is not an option. Does that mean its the end of the road? Surely there must be other ways to address this and authenticate my identify?

     

    Thanks.

    • Nancy's avatar
      Nancy
      Icon for Dropbox Staff rankDropbox Staff
      2 years ago

      Hi douel045, and sorry to jump in here. 

       

      Can you please follow these steps and log a support ticket with our team? 

       

      1. Make sure that you are NOT signed in to ANY Dropbox account in your internet browser.
      2. Go to this page https://www.dropbox.com/support/sign-in-issues, and click on the “Can’t sign in?” option.
      3. Scroll down the page to “Submit a Help Request”.
      4. Enter your information, make sure that you enter an email address that you currently have access to, and submit it.
      5. You will then receive a confirmation email that will have a ticket number. 

      Once you have a confirmation email with a ticket number, please post this number here, so that we can locate your ticket in our system.

      • douel045's avatar
        douel045
        New member | Level 2
        2 years ago

        Thank you.

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