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Explorer | Level 3

7 days ago

Inaccessible account due to lost 2FA options with existing support ticket

Hi everyone,

I'm posting this from a new Dropbox account because I'm completely locked out of my original one, and support hasn’t been helpful.

I’ve been going back and forth with Dropbox support (Ticket #24909124) and keep getting the same scripted responses, even after clearly explaining that I don’t have access to:

My old phone or number
Any backup codes
Any linked device

I get that security is important, but there should be some way to recover an account—ID verification, billing info, anything. Right now it feels like I’m being shut out permanently with no real path forward.

Has anyone dealt with this before or successfully escalated a similar issue? Is there a way to get past the generic support and reach someone who can actually review the situation?

Would appreciate any advice or tips.

Thanks,
Pasha

Account Access

two factor authentication

5 Replies

Hannah
Dropbox Staff
7 days ago
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Thanks for reaching out to us, Pasha-Rhett.

I'm sorry to hear about your experience.

The best way to go about issues like these, where access to account specific info is required, is through our support team.

So, I'd suggest you continue working on this with the agent that's currently on your case and they'll escalate it, if need be.

On my end, I've passed your comments along and raised the priority of the ticket, so hopefully you'll get to the bottom of the issue really soon.

Let me know if you have any questions.
Rich
Super User II
7 days ago
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Pasha-Rhett wrote:
Has anyone dealt with this before or successfully escalated a similar issue?

Only support will be able to help you with this, but it would be extremely rare to be able to gain access to an account protected with 2FA when you don't have the authentication device, a backup device or the backup codes.

https://help.dropbox.com/account-access/issues-two-step-verification

Look at it this way. You protected your account in such a way that it's impossible to gain access without the proper authentication methods, and now you're asking Dropbox to bypass those authentication methods.
Mark
Super User II
7 days ago
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Pasha-Rhett wrote:
I get that security is important, but there should be some way to recover an account

There is. The backup codes you were given. That is your recovery tool - which you have to tick to agree that is the case before they are issued.
Pasha-Rhett
Explorer | Level 3
7 days ago
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I appreciate all the replies.
However, even for more serious accounts—like a Google account—if you lose access to 2FA or backup codes, recovery is still possible using a passport or other government-issued ID.
It feels surprising that Dropbox, being such a major platform, doesn’t offer a similar identity verification option for account recovery.
- Mark
  Super User II
  6 days ago
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  Pasha-Rhett wrote:
  even for more serious accounts—like a Google account—if you lose access to 2FA or backup codes, recovery is still possible using a passport or other government-issued ID.
  
  Which is why lots of people wont trust it with their data - because its so easy to fake those or get them 'made' online.

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Hi everyone,

I'm posting this from a new Dropbox account because I'm completely locked out of my original one, and support hasn’t been helpful.

I’ve been going back and forth with Dropbox support (Ticket #24909124) and keep getting the same scripted responses, even after clearly explaining that I don’t have access to:

My old phone or number
Any backup codes
Any linked device

Has anyone dealt with this before or successfully escalated a similar issue? Is there a way to get past the generic support and reach someone who can actually review the situation?

Would appreciate any advice or tips.

Thanks,
Pasha

","body@stringLength":"909","rawBody":"

Hi everyone,

I'm posting this from a new Dropbox account because I'm completely locked out of my original one, and support hasn’t been helpful.

I’ve been going back and forth with Dropbox support (Ticket #24909124) and keep getting the same scripted responses, even after clearly explaining that I don’t have access to:

My old phone or number
Any backup codes
Any linked device

Has anyone dealt with this before or successfully escalated a similar issue? Is there a way to get past the generic support and reach someone who can actually review the situation?

Would appreciate any advice or tips.

Thanks,
Pasha

","kudosSumWeight":0,"postTime":"2025-03-25T11:30:56.457-07:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjUuMnwyLjF8b3wxMHxfTlZffDE","node":{"__typename":"Tag","id":"tag:Account Access","text":"Account Access","time":"2022-07-26T01:46:15.468-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuMnwyLjF8b3wxMHxfTlZffDI","node":{"__typename":"Tag","id":"tag:two factor authentication","text":"two factor 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back and forth with Dropbox support...","replies":{"__typename":"MessageConnection","edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwxMHw1MjoxfGludCw4Mjc4ODMsODI3ODgz","node":{"__ref":"ForumReplyMessage:message:827883"}},{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwxMHw1MjoxfGludCw4Mjc4ODMsODI3ODg1","node":{"__ref":"ForumReplyMessage:message:827885"}},{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwxMHw1MjoxfGludCw4Mjc4ODMsODI3ODg2","node":{"__ref":"ForumReplyMessage:message:827886"}},{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwxMHw1MjoxfGludCw4Mjc4ODMsODI3ODg4","node":{"__ref":"ForumReplyMessage:message:827888"}}],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"customFields":[]},"Conversation:conversation:827882":{"__typename":"Conversation","id":"conversation:827882","solved":false,"topic":{"__ref":"ForumTopicMessage:message:827882"},"lastPostingActivityTime":"2025-03-26T12:19:43.142-07:00","lastPostTime":"2025-03-26T12:19:43.142-07:00","unreadReplyCount":5,"isSubscribed":false},"ModerationData:moderation_data:827882":{"__typename":"ModerationData","id":"moderation_data:827882","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:827882_2":{"__typename":"Revision","id":"revision:827882_2","lastEditTime":"2025-03-25T12:07:35.939-07:00"},"CachedAsset:theme:customTheme1-1743095142487":{"__typename":"CachedAsset","id":"theme:customTheme1-1743095142487","value":{"id":"customTheme1","animation":{"fast":"150ms","normal":"250ms","slow":"500ms","slowest":"750ms","function":"cubic-bezier(0.07, 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Inaccessible account due to lost 2FA options with existing support ticket","moderationData":{"__ref":"ModerationData:moderation_data:827883"},"body":"

Thanks for reaching out to us, Pasha-Rhett.

I'm sorry to hear about your experience.

The best way to go about issues like these, where access to account specific info is required, is through our support team.

So, I'd suggest you continue working on this with the agent that's currently on your case and they'll escalate it, if need be.

On my end, I've passed your comments along and raised the priority of the ticket, so hopefully you'll get to the bottom of the issue really soon.

Let me know if you have any questions.

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Thanks for reaching out to us, .

I'm sorry to hear about your experience.

The best way to go about issues like these, where access to account specific info is required, is through our support team.

So, I'd suggest you continue working on this with the agent that's currently on your case and they'll escalate it, if need be.

On my end, I've passed your comments along and raised the priority of the ticket, so hopefully you'll get to the bottom of the issue really soon.

Let me know if you have any questions.

Pasha-Rhett wrote:\n
Has anyone dealt with this before or successfully escalated a similar issue?
\n

Only support will be able to help you with this, but it would be extremely rare to be able to gain access to an account protected with 2FA when you don't have the authentication device, a backup device or the backup codes.

https://help.dropbox.com/account-access/issues-two-step-verification

Look at it this way. You protected your account in such a way that it's impossible to gain access without the proper authentication methods, and now you're asking Dropbox to bypass those authentication methods.

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Pasha-Rhett wrote:\n
Has anyone dealt with this before or successfully escalated a similar issue?
\n

https://help.dropbox.com/account-access/issues-two-step-verification

Pasha-Rhett wrote:\n
I get that security is important, but there should be some way to recover an account
\n

There is. The backup codes you were given. That is your recovery tool - which you have to tick to agree that is the case before they are issued.

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Pasha-Rhett wrote:\n
I get that security is important, but there should be some way to recover an account
\n

There is. The backup codes you were given. That is your recovery tool - which you have to tick to agree that is the case before they are issued.

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I appreciate all the replies.

However, even for more serious accounts—like a Google account—if you lose access to 2FA or backup codes, recovery is still possible using a passport or other government-issued ID.

It feels surprising that Dropbox, being such a major platform, doesn’t offer a similar identity verification option for account recovery.

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I appreciate all the replies.

However, even for more serious accounts—like a Google account—if you lose access to 2FA or backup codes, recovery is still possible using a passport or other government-issued ID.

It feels surprising that Dropbox, being such a major platform, doesn’t offer a similar identity verification option for account recovery.

Pasha-Rhett wrote:\n
even for more serious accounts—like a Google account—if you lose access to 2FA or backup codes, recovery is still possible using a passport or other government-issued ID.
\n

Which is why lots of people wont trust it with their data - because its so easy to fake those or get them 'made' online.

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Pasha-Rhett wrote:\n
even for more serious accounts—like a Google account—if you lose access to 2FA or backup codes, recovery is still possible using a passport or other government-issued ID.
\n

Which is why lots of people wont trust it with their data - because its so easy to fake those or get them 'made' online.

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