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New member | Level 2

7 days ago

Locked out of an account while trying to update the email address

I am a registered disabled person, in Australia, and several of my service providers use your e-signing system for me to access my services. So, I am currently unable to access critical support services until this matter is resolved.

When changing an account email address, your workflow is designed so poorly that it is possible to update the email address in the account before we have verified the new email address, in the email you have sent. So, when we try to verify the new email address to log in, it states:

"Please confirm your email or use old email address to login."

However, the old email address in the account we've just updated has already been changed. So when we try to log into it, it says:

"Invalid username or password."

Now I can't contact you from that account at all because I am locked out of it and the only way you can open a ticket is by logging in. I have had to resort to asking a friend to post this to the forum to see if there is anything we can do to resolve this!

Account Access

Account Settings

Security

1 Reply

Rich
Super User II
7 days ago
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deejinoz wrote:
Now I can't contact you from that account at all because I am locked out of it and the only way you can open a ticket is by logging in.

You'll need to contact Dropbox Support directly. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

https://www.dropbox.com/support/sign-in-issues

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!

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However, the old email address in the account we've just updated has already been changed. So when we try to log into it, it says:

\"Invalid username or password.\"

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\"Please confirm your email or use old email address to login.\"

However, the old email address in the account we've just updated has already been changed. So when we try to log into it, it says:

\"Invalid username or password.\"

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deejinoz wrote:\n
Now I can't contact you from that account at all because I am locked out of it and the only way you can open a ticket is by logging in.
\n

You'll need to contact Dropbox Support directly. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

https://www.dropbox.com/support/sign-in-issues

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deejinoz wrote:\n
Now I can't contact you from that account at all because I am locked out of it and the only way you can open a ticket is by logging in.
\n

https://www.dropbox.com/support/sign-in-issues

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