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Forum Discussion
How to talk/text with a person for account support?
I have a question that is complex enough that the articles and bots can't address it. I have been in the wilderness for about two years and can't get in to my old email and my phone number is different. I can't get into dropbox because I can't log in to the email the account was associated with and I forgot my password to both. I didn't have backup email. I want to use my credit card statement and the credit card transitions that dropbox billed me to prove that my account is in fact mine. I have a terabyte of priceless photos, videos, recordings and documents on dropbox and I can easily verify that the account is mine. I even have a lawyer who can say that the email address associated with my account, even if I can't log in to it any more, is my email address. I know I should have planned ahead better when I checked out but that ship has sailed. This is the United States, home of service quality, and there has got to be a way that I can prove to dropbox I am me. I will pay what my lapsed subscription would have been for the whole time I was gone, I don't care, I just want to share photos of all my adventures with my grandkids and read poems I wrote a decade ago. So what can I do, how can I talk to a person at dropbox to help me access my account? How can I talk to a manager? Policies exist for a reason and I get that, but I'm obviously me. The credit card on the account was obviously mine. If I keep going up the ladder at dropbox eventually I am going to talk to a problem solver rather than a specialist at saying "I'm sorry sir, there's nothing we can do." The question is how do I find that problem solver. This question is as much for the community as it is for dropbox. Thank you
Hi mrw2
Unfortunately without access to the email you cannot get access to the account. Also, if you set up 2Factor security and do not have the log on details or secure codes Dropbox wont over ride that - they've publicly said this lots of times. When its set up you are warned to make notes of the info etc. and told it is a measure to stop anybody without the info getting it. They dont then override it.
Finally, even if they did override it I suspect it wont work - accounts without payments made OR log ons at least once a year are deleted for inactivity. So, if it is 2 years + since you have last logged in, and, have not continued payment, I'm afraid the account has been deleted.
https://help.dropbox.com/accounts-billing/settings-sign-in/lost-email-access
https://help.dropbox.com/accounts-billing/settings-sign-in/lost-access-email-cant-change-password
- Mark
Super User II
Hi mrw2
Unfortunately without access to the email you cannot get access to the account. Also, if you set up 2Factor security and do not have the log on details or secure codes Dropbox wont over ride that - they've publicly said this lots of times. When its set up you are warned to make notes of the info etc. and told it is a measure to stop anybody without the info getting it. They dont then override it.
Finally, even if they did override it I suspect it wont work - accounts without payments made OR log ons at least once a year are deleted for inactivity. So, if it is 2 years + since you have last logged in, and, have not continued payment, I'm afraid the account has been deleted.
https://help.dropbox.com/accounts-billing/settings-sign-in/lost-email-access
https://help.dropbox.com/accounts-billing/settings-sign-in/lost-access-email-cant-change-password
Thank you. I think I had most of the year left on my renewed account when I left so it will be slightly over a year that it's inactive and overdue: I will hope they still have the data and my lawyer can advocate for common sense based on exceptional circumstances not mentioned in my post. I will throw this hail Mary pass out of principle and because I want the files but I other than that I have no choice but to accept your answer
- Mark
Once its at 12 months the data is automatically removed - as thats what is in the T&C's. There would be huge legal issues if they decided to randomly keep some peoples data when they said it was removed. Sorry 😞
