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Philippe0206's avatar
Philippe0206
Explorer | Level 3
8 months ago

Inaccessible email address & can't receive 6-digit-code.

Hello everyone I have an account identified by an email address now inaccessible I know my password but I cannot receive the Verification code Here are the questions asked to make access to me ...
Account Access
Permissions
Security
Megan's avatar
Megan
Icon for Dropbox Staff rankDropbox Staff

Hey Philippe0206, welcome to our Community! 


For security reasons, I went ahead and removed part of the message that provided sensitive info, since this isn't safe to be on a public forum. 

 

Based on what you mentioned, it sounds like you were in contact with our Support team. Could you send me the ticket number reference, please? 

 

Keep me posted! 

Philippe0206's avatar
Philippe0206
Explorer | Level 3
8 months ago

ticket #23505423

thank you

  • Megan's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff
    8 months ago

    Hi Philippe0206, thanks for that! 

     

    I'm afraid there's not much that we can do on our end.

     

    The agent working on the case requested some additional info, in order to help with the request. 

     

    Since they have a better visibility than we do on our end, and they are a specialized group, I suggest following the steps they provided and try to provide them some additional info, that might help them locate the account.

     

    I hope this clarifies!

    • Philippe0206's avatar
      Philippe0206
      Explorer | Level 3
      8 months ago

      Thank you for your help
      In my first message I point out that they say that the information provided is not sufficient
      They correspond exactly to the questions asked
      But they say that it is insufficient without saying what would be sufficient, IP address, Mac or other
      how to answer when the question is not asked
      It's totally stupid
      this only dismantles that they absolutely do not master the security of data entrusted to you

      • Philippe0206's avatar
        Philippe0206
        Explorer | Level 3
        8 months ago

        Unfortunately they do not offer questions, they simply say that it is not enough, without requesting new information precision
        Let them clearly ask me questions like all other organizations of the Internet Apple Microsolt Google etc which have clear identification protocols and where we must not guess the questions to answer
        It's absolutely incredible

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