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Forum Discussion
How can I access a Dropbox account tied to a dead email?
I began working with Dropbox 3-4 years ago, using a Cox email account. 2 years ago I upgraded to Plus. Last year we dropped our Cox internet for AT&T, but I failed to change my Dropbox email address. Dropbox recently shut me out of the Plus account tethered to the Cox email. I can't get back in thanks to the lack of access to my old Cox email, along with the fact that I never bothered to create two-factor authentication. I have created a new account using a Gmail address, but I can't get to my old account to merge, and despite the fact that I'm Plus, Dropbox doesn't think I am, so I can't email customer support.
Lastly, I have attempted to look up my account by using the "look up a credit or debit card purchase" tool. I input the 12-character transaction ID, the last 4 of my CC, and the exp date of my CC, but get this:
I've retried numerous times.
Please know that I fully recognize my failure to easily fix this when I still had access and the fix would have taken a couple minutes. Still, I paid for a year's worth of Plus last December, and so I'd like to get my 3.5 more month's worth.
Thanks in advance.
- Jay
Dropbox Staff
Hi Fiasco, thanks for bringing this to our attention.
As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.
You can do this by opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address that you can access, followed by your billing info.
Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system.
