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Forum Discussion
I can't access my mother's account, even though I'm getting billed, and I can't reach support.
Dropbox should really review their policies and access to customer service.
My mother had a dropbox account. Both my parents died last year and I changed the billing to my credit card so it would keep their dropbox account active so I could access and eventually recover all their digital photos. I have let some months pass before I had the time to go transfer all the files. I don't have access to the email for her dropbox account any longer and thus cannot log in (two factor auth). Because I dont have a dropbox account, I cant access any customer service or get help. Because dropbox has a policy of not allowing phone or email contact I have literally no way of resolving to get access to her account any longer. But, they charged me anyway. I cant even get into the account or contact anyone at dropbox to stop the charges.
Not having any way to contact a company for help is a ridiculous way to operate.
- Nancy
Dropbox Staff
Thanks for posting this on our forum, Rocklobster. I’m really sorry to hear about your parents.
I can totally understand where you’re coming from, so let’s have a look together and see what we can do.
From what you mention, it sounds like you’re being asked for this one-time code to access the account in question.
Are there any other devices that could be still logged in to the account? If yes, please check their notifications; the one-time code can sometimes be found there.
If this doesn’t work for you though, we can log a ticket and look into this further.
Finally, when updating your billing info, you did this directly on the Dropbox website and not iTunes/Google Play, right?
Let me know, and we'll take it from there.
