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Forum Discussion

brianskiba's avatar
brianskiba
New member | Level 2
4 months ago

I need help to get access to a Dropbox account of my child that passed away

My daughter, Alexandra, died at the start of COVID in 2020.  I just saw a bill from DropBox, and since I have a free account, realized she must have used my credit card to buy more space.   Since...
Account Access
FAQ
  • Mark's avatar
    Mark
    4 months ago
    brianskiba wrote:

    The next question is, do we use the same procedure you point to in order to get the 2 factor authentication turned off?

    Sorry to hear of your loss 😞

     

    You will need to speak to support to see if they can turn off 2FA - they may not be able to unfortunately. However, they are the only ones who can help. The link already given is probably your best bet

brianskiba's avatar
brianskiba
New member | Level 2

Thanks very much Jay. 

We have the login and password, but we no longer have her phone subscription and Dropbox is doing a second factor authentication on the phone.  We can't update the phone number as we can't login without authenticating.

The next question is, do we use the same procedure you point to in order to get the 2 factor authentication turned off?

Brian

Mark's avatar
Mark
Icon for Super User II rankSuper User II
4 months ago
brianskiba wrote:

The next question is, do we use the same procedure you point to in order to get the 2 factor authentication turned off?

Sorry to hear of your loss 😞

 

You will need to speak to support to see if they can turn off 2FA - they may not be able to unfortunately. However, they are the only ones who can help. The link already given is probably your best bet

  • brianskiba's avatar
    brianskiba
    New member | Level 2
    4 months ago

    Mark - As I have a free account, but my daughter had a paying account, not sure how I will ever post a trouble ticket or speak to anyone in support as I can't get onto her account because of 2FA, which is what I would like to ask them to remove.  Chickens and eggs.... Brian

    • Jay's avatar
      Jay
      Icon for Dropbox Staff rankDropbox Staff
      4 months ago

      Thanks for the update. As the account has 2FA on it, it wouldn't be possible to login to it normally. 

       

      In order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?

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