Can you help me regain access to my paid account, as I cannot log in to it?

[tomd123]

I have the Essential Plan at $199 and renewed last month. I have been locked out because Dropbox never sent the authentication number (and no, it didn't go to junk or spam). Anyhow, I filled out their questionnaire and something didn't match and so, I was locked out.

I don't have phone support. Obviously I will cancel next year. I would like to get access now. How do I get access to my account?

Thanks for any help you can offer!!!

Tom

[Jay]

Hi @tomd123, thanks for bringing this to our attention.

As you mentioned that you were previously in contact with the support team, and you weren't able to provide the correct information in their questionnaire, in general it wouldn't be possible to regain access to your Dropbox account.

Do you have the ticket ID from when you contacted the support team, with their response? Just so you're aware, it should be possible to cancel the renewal of the payment even if you cannot login to the account.

This will help me to assist further.

[tomd123]

Thank you so much Jay for your quick response. There was no ticket and I didn't have actual contact with the Dropbox staff. It was ALL when I tried to log in. I logged in with the same user name and password as I did almost a year ago when I was last in Dropbox. The prompt was that Dropbox would send me a 6 digit security code to my email account. It never did. IK tried several times. I checked my live and gmail accounts and my phone for messages. Nothing. This happened when I tried to sign in last night.

I clicked another prompt saying I was still having trouble and a form with 10 questions came up asking, among other things, who I had sent things to before and to name one file in my Dropbox account. Not sure what I answered inadequately, but after three attempts, it said I was locked out and needed to contact customer service.

I have paid for the account until November 2025. I use it infrequently, but would like to know it is there and I have access if I need it.

So, what do I need to do to get access? I don't mind opening a new account if my previous payments can be transferred to that new account so it doesn't cost any more than I have already paid. THANKS!!!

Tom

[Rich]

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@tomd123 wrote:

There was no ticket and I didn't have actual contact with the Dropbox staff. ... So, what do I need to do to get access?

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You need to contact 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

[tomd123]

Thanks Rich for the link. I filled it out! Tom