Unable to cancel paid plan as I no longer have access to the email address

[AJSR1]

I have 2 dropbox accounts, currently signed into one of them (Basic / free). I am unable to sign into my other dropbox account as the email address is from a workplace I am no longer at, I no longer have access to it. I have forgotten the password to the account and can't reset it because I don't have access to the email. I need to cancel the paid Dropbox subscription on the account and delete the account. How can I do this without having access to the email address? I have an bank statements from dropbox showing the Premium monthly charge as proof that it is my account. 

[Walter]

Hi there @AJSR1 - sorry to hear about this.

In such cases, you can reach out to our support team for further assistance directly through this form.

Just make sure to use an incognito window without signing into any Dropbox account.

Once you do this and get a ticket number from our system, you can share it with us here so that we can look it up as well.

Let me know how it goes!

[AJSR]

Hello Walter,

Thanks for getting back to me.

If I follow that link above, I get to here:

What am I supposed to do next? As again, I cannot enter the email address associated with the account , as I have no access to it for anything Dropbox sends there!

AJSR1

[Walter]

You should be able to fill out the form and put and email address you have access to @AJSR

If you're still having issues with this, may I reach out via email to the email address that's connected to your profile here, on our Community? 

[note that you have two separate Community profiles, so make sure to reply from the one that you'd like us to contact]

[AJSR]

Hey there again!

Please could you email the one with the gmail address please (as that’s where it is also sending notification of your replies to)? So THIS profile I believe!

Many thanks

[Nancy]

Hey @AJSR! Sorry for jumping in. Is there a chance you were logged in to one of your two Dropbox accounts, when you tried to log a ticket? 

To make sure your ticket ends up in the correct support queue, you’ll need to make sure you’re NOT logged in to ANY Dropbox account. Can you give it one more try via an incognito window and let me know if it works now? 

If not, we’ll go ahead with logging your ticket right away.

[AJSR]

Ok, I’ll be honest - I am obviously being stupid! As whenever ~I reply to you in this thread, it automatically signs me in to the one Dropbox account I CAN access (the free one, NOT the one I want to cancel). So I am now super -confused as to how to submit a request incognito.....

[Nancy]

No worries, @AJSR, I’ll try to guide you. If you go to your browser’s menu (usually located at the top right corner of your screen), there should be an option to open an incognito/private window. You shouldn’t be logged in to any Dropbox account there, so you can log your ticket this way. 

Another option is to open a separate browser, as well.

[annoyed23]

I have the same problem. I no longer have access to the email from a prior employer and I do not have the password and have been paying a monthly subscription. I need to cancel and can't figure out how to do it or how to contact anyone.

[Hannah]

Hey @annoyed23, sorry to see you're having this issue.

Can you try the following steps, to see if they help you open a ticket with our support team?

1. Open a private browsing/incognito window and go to this page.
2. In the "I want to look up information related to" section, choose "other" and type in an email address you can access.
3. Fill out the rest of the form.
4. Click "submit".