Dropbox thinks I'm a new account even though I've been a subscriber for 10 years.

[carol134]

Dropbox thinks I'm a new account even though I've been a subscriber for 10 years. I don't have access to my hundreds of folders and thousands of files.

How do I gain access again?

[Walter]

Hey @carol134, thanks for using Dropbox and welcome to the Community!

How long has it been since you last logged into your account? 

Also, may I ask if you see any activity in your events page? 
 

Did you maybe create a new account using another email address of yours by accident instead of logging into your old account?

Let me know what you find!

[carol134]

Thanks for the response, Walter,

I logged in earlier today, with the same address for the last 12 years.

The events page says "You have no activity yet"

Dropbox did not recognize my old password earlier today, so I changed the password, and that's when Dropbox considered me a new account.

[Hannah]

Hey @carol134, that sounds pretty strange indeed.

If you go to your email account and do a search for "Dropbox" items, does it bring up any old Dropbox related emails from before this happened?

Just make sure to double-check if the address you see here, is the exact same one as your original email address, check that there are no typos in the email on the account etc.

[carol134]

Thanks for this idea.  Yes, I have in my email account notices that says,

"Hi Carol,

A new web browser just signed in to your Dropbox account. To help keep your account secure, let us know if this is you."

This was posted in March. I was able to get access to my folders until May.

[Hannah]

Thanks, Carol, for checking that!

Just to confirm, can you double-check if the address this email went to and the one you used to sign in the other day, are the exact same?

Check for any small differences like a "." anywhere, etc.

Also, could you possibly have any other devices connected to the account that you used to be able to access?

[carol134]

Hi Hannah, I used my laptop to try to gain access, but still there were no files in my dropbox account.

And,  yes, the email that this went to is the one I got notices for my dropbox account.

[Hannah]

I see, thanks for trying, Carol.

May we reach out to you via email, so we can investigate this further?

[carol134]

Yes!  I would very much like that.

Is it OK to provide you my email via this forum?

[Hannah]

Thanks, Carol, we already have it actually. 🙂

I just sent you an email, so we'll continue together there.