Lost My Plus Account Status and All Files

Thanks, pmca!

I passed your comments here along to that communication and you'll be getting a response the soonest possible.

Thanks

I got a reply that addressed the problem. I wanted to change the destination where notification messages were sent and apparently, when I did this it created a new account under the new email, and that then became my PLUS account and all my files were in that newly established account.

I think I will just leave the account under the new email, but I would like to stop verification messages every time a different computer logs in or people log in from a different IP address.  Did I do this by turning off 2 Step verification?

There are several users on this account and I do not want to prevent them from logging in because they do not have the security code.

Hi pmca, currently it isn't possible to remove this security measure.

Additionally, if you're sharing credentials to your Dropbox account, this would be a violation of the terms of service, and can result in your account being terminated.

Dear Dropbox Community,

I am experiencing the same type of difficulty as @pmca. I have lost my paid Dropbox Plus access. (Paid through October, 2023.) I tried working with the Dropbot assistant. I gave it my 12-alphanumeric credit card charge identifier, and it told me that my Dropbox Plus account is fine. But I can't get to it.

Dropbox thinks that I have Basic account. I've tried using a different browser to access my Plus account. No joy.

Help!?!

Hi hwdIII, welcome to our Community! 

Do you have access to the email address linked to your Plus account? 

Also, do you get any specific errors when using your Plus account credentials, in order to access the account? 

Let me know more, and we'll take it from there! 

Hello Megan,

I should have access to the email linked originally to my Plus account - [email removed as per Community Guidelines] However, my provider - Northeastern University - may have deleted that email domain in favor of [email removed as per Community Guidelines] Beyond my control, clearly.

My Plus account credentials only bring up the Basic account. No specific error messages.

hwdIII

Hi hwdIII, so just to clarify: when you use our self-serve look-up tool, do you see the email address of the account you're currently signed into, which is a Basic one? 

If this is indeed the case, can I then send you an email, in order for us to have a look into this? 

Hello Megan,

When I click on the Dropbox logo on my taskbar, it brings up a folder for me under PC>Local Disk>Users. Shouldn't my installed PC app bring up Dropbox?

I don't know what your self-serve look-up tool is. Sorry.

hwdIII

Hi hwdIII, if you click on this icon, that would open your files locally on the device.

However, upon clicking this icon on your task bar, you should be able to see our assistant tray, which is essentially the app's menu. 

As for our self-serve look-up tool, it's this one. You can use it, to locate the charge of the Plus plan, and double check if the email behind the charge is the same email address linked to your Basic Dropbox account. 

Unfortunately, the Dropbox icon you sent is not clickable.

Megan, I will continue this tomorrow, as I am tired.

hwdIII