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Forum Discussion
Can’t access account and two factor authentication is not an option for me
Due to an unfortunate disaster in my life, I no longer have access to any of the phone numbers or email addresses I had before. Because of this two factor authentication is not an option for me. But ...
Mark
Super User II
Super User IIDid you set up 2FA? If so you need to use the recovery codes that were given when you set it up. Without them there is no way, at all to get access to an account.
2FA is set up to stop people getting access without the codes, or recovery codes, and Dropbox are rightly very strict on not allowing people to circumvent it.
I do not remember if I set that up. Again, it was a very unfortunate time in my life. But I did have a business account. And I need access to those files. There must be someway that I can communicate with Dropbox directly and prove my identity so that they can give me access to my files. There has to be some avenue for people who experience this type of scenario. Please advise!
- If I set up two factor authentication, would those recovery codes have been emailed to me?
- Mark
Deepthght wrote:
If I set up two factor authentication, would those recovery codes have been emailed to me?If you set it up you have to physically download them before you can continue. Wether you then kept them or not is a different matter.
In terms of the account all you can do is contact support at www.dropbox.com/support and ask for help. You need to do this while NOT logged in to Dropbox or even here. Note that it is very, very unlikely you can gain access: https://help.dropbox.com/account-access/lost-email-access
If you are paying for your Business Account include that information and the card reference number from your statement. As a minimum they can help you stop future payments.
- If I did set it up, I have lost any access to the 2FA. There must be some avenue, for business customers who undergo a catastrophic event, and lose absolutely 100% everything! Dropbox must have some for this scenario, even if it is a process that is currently undefined. But someone Dropbox needs to talk to me about this scenario and work with me to resolve it. How can I talk to somebody at Dropbox?
- Rich
Deepthght wrote:
Dropbox must have some for this scenario, even if it is a process that is currently undefined.As Mark stated, if you had multi-factor authentication enabled, then there's no way to access the account without access to the original authentication device or the backup codes. You can try contacting Support but they likely won't be able to assist.
To contact Support, visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.
- Mark
All customers, especially business ones, should (or rather would) have some sort of Business Continuity Planning in place as well as multi-site backups so that should one site lose all access to everything (e.g., Dropbox), it is recoverable and restorable from another service.
As has been said you need to log a ticket and ask for support, but, it is very unlikely you'll get access again. Its also worth pointing out that if the account is now no longer a paid one and its been 12 + months since last log in all data is deleted from within it due to inactivity.
