Can't access email to get 6-digit code

Awesome, thank you NicoleK1!

I can see that an agent has just responded back to your second ticket number. Hold tight and an agent will be with you soon, in regards to the first ticket too. 

Thank you!

Hi Megan,

Thank you for the update! I have received one of the replies (to ticket #22111245) and have just responded. I will keep watch for a response on the second ticket. Hopefully, this can get resolved soon. I appreciate your help.

Nicole

Hi Megan,

I have been able to get the one account sorted, but have been waiting for the reset password link to be sent for the second. Is there anyway to expedite? Note, I responded to the ticket to verify the email address at 8:30am EST.

Thank you!

Nicole

Hi NicoleK1, I've given a nudge to the agent working on your case. 

Hang tight, and we should get things back on track for you soon. 

Thank you, Megan - this is greatly appreciated! I will continue to monitor.

Much like some of the other users, I'm paying for a subscription and am being prompted to enter a 6-digit code when logging in, but the email address associated with it is long dead. Given I have the correct email and password, surely I should at least be able to log in to change the email address without needing to do the 6-digit code? Otherwise, why require a password in the first place?

Hi Pdv, the 6 digit security code is a measure to prevent unauthorized access to your account, such as if you're trying to login from a new location or device.

Do you have any devices that are currently logged into that account?

Hi Jay,

The issue is not so much the 6-digit security, but the fact that it is being sent to an email account that is no longer accessible to me as I no longer work for that particular organisation and have been removed from their email accounts.

When I was working them I paid for (and continue to be charged annually) an upgrade to the 1Tb option. Not long after this I parted ways from this company and my email account was deactivated. However Dropbox continue to automatically deduct an annual subscription amount from my bank account and I cannot cancel the subscription as I need to verify via the 6-digit number being sent to an account that I no longer have access to.

I have the Dropbox subscription account number and proof of debit from my bank account. What I need is for Dropbox to send the 6-digit to either an SMS or alternative email account. Why can this not be arranged? 

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Pdv wrote:

What I need is for Dropbox to send the 6-digit to either an SMS or alternative email account. Why can this not be arranged? 

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Dropbox will not do that. Your email address is used to verify your account. Without access to the email, there's no way to access an account if your password has expired or you're being sent a one-time security code.

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... I cannot cancel the subscription as I need to verify via the 6-digit number being sent to an account that I no longer have access to.

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You can contact Support to have any future charges cancelled. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

• https://www.dropbox.com/support/billing-issues

It's great to see Dropbox staff like you providing support to users. I understand the frustration of not being able to access your email to retrieve a 6-digit code. It can be a real roadblock.