Login Difficulty due to 2FA (can't access email)

Question

I have a DropBox Plus Account that my credit card is being billed for at $11.99 per month.
It is set-up with two factor authentication, with the access code being sent to my prior work email.
I can no longer access that email, so I am unable to get the code in order to log into that DropBox account.
How can I fix this?&nbsp;

Walter · Answer

HI there Rich K - sorry to hear you're having issues with this.
&nbsp;
Can you clarify if you have access to any device that you had previously used with that Dropbox account or if you have access to the emergency backup code perhaps?&nbsp;
Let us know more and we'll take it from there, Rich.

Rich K · Answer

I accessed the account using my former work laptop and no other devices.

I no longer have access to that, I am using a new laptop.

My account settings may list a cell phone, which I can still access.

I can also provide the username email and the password to that account.

If accessing the existing account is a problem, then an option may be deleting it.

I can set-up a new DropBox Plus account and upload the file folders to that.

The difficulty is that since I cannot login to that account (due to the two factor authentication problem), I cannot use it and I continue to be billed for it.

Any help you can provide would be appreciated.

Hannah · Answer

Hey Rich K, sorry to hear about this issue.
&nbsp;
I would suggest reaching out to our support team directly.
&nbsp;
To do that, you'll need to open a private browsing/incognito window on your browser and go to this page, where you can fill out the form and submit your request.
&nbsp;
Just make sure that you put in an email address you can actually access.
&nbsp;
Let me know if you come across any issues!

Rich K · Answer

Hannah,&nbsp;I'm confused.&nbsp; Your reply says, "go to&nbsp;this page, where you can fill out the form and submit your request."When I set-up the incognito window and go to the page, I don't find help options that direct me to a form.&nbsp; As I stated above, I cannot access my DropBox Plus account because the two factor authentication is tied to an email I can no longer access.&nbsp; So I set-up a free DropBox account (to avoid paying for a second DropBox account, since I am still being charged for the first).&nbsp; When I go to the page you directed, it tells me my help options are limited to the following -&nbsp; Help Center, Community and Chat Box.&nbsp;Is the form you are referring to accessible on one of those help options?&nbsp; If not, how can I reach out to your support team directly?&nbsp; Is there a number I can call?&nbsp;ThanksRich

Walter · Answer

You should be able to access the form by opening the link Hannah provided on an incognito window without signing into any Dropbox account Rich K&nbsp;
&nbsp;
If you still can't find it to open a ticket from your end, please let us know and we'll send you an email to have a further look internally from our end using the email address that's associated with your profile &nbsp;here, on our Community.&nbsp;

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Login Difficulty due to 2FA (can't access email)

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