You might see that the Dropbox Community team have been busy working on some major updates to the Community itself! So, here is some info on what’s changed, what’s staying the same and what you can expect from the Dropbox Community overall.

Forum Discussion

hmaskell's avatar
hmaskell
Explorer | Level 3
3 years ago

Changed Google SSO address - can no longer access account

Hi there, I use Google SSO for Dropbox. Recently I updated the primary address on my Google account, and now I can't sign in to Dropbox - it has instead created a new account. I can't use the old a...
Account Access
Dropbox Passwords
Security
Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff

Hi hmaskell, thanks for bringing this to our attention.

 

Are you part of a Dropbox Business team or using an Google business-level SSO credentials?

 

Did you originally sign up to Dropbox using Google SSO, or the original email with a password and then later switched to SSO?

 

This will help me to assist further!

hmaskell's avatar
hmaskell
Explorer | Level 3
3 years ago

Hi Jay!

 

Thanks for your response. I was originally on a Business plan, but downgraded to a Professional one as my needs changed. I am using a Google Business SSO sign-in (I think?).

I am fairly certain I signed up with SSO to begin with.

 

  • Megan's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff
    3 years ago

    Hi hmaskell, sorry to jump in here! 

     

    Do you have any linked devices to your old Dropbox account at the moment? Also, would it be possible to make the alias email address, into a standalone one?

    • hmaskell's avatar
      hmaskell
      Explorer | Level 3
      3 years ago

      Hi Megan, thanks!

       

      I have Dropbox installed on my Macbook but it's having a fritz because of the sign-in issue - when I open the app, it says "There's already a folder or file named Dropbox".

       

      Dropbox app on my iPhone is still signed in to the old email address if that is helpful.

       

      I don't think it's possible to set up the old address as a standalone under my Google Business account but I will try it.

      • Jay's avatar
        Jay
        Icon for Dropbox Staff rankDropbox Staff
        3 years ago

        If the mobile app is still signed into your old email, then it could mean there are two separate accounts. 

         

        Have you tried resetting the password for the account visible on your phone?

About Security and Permissions

Start a discussion in the Dropbox Community forum to get help with your account security and permissions. Find support from Community members.

Need more support

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!