I need help to get access to a Dropbox account of my child that passed away

[brianskiba]

My daughter, Alexandra, died at the start of COVID in 2020.  I just saw a bill from DropBox, and since I have a free account, realized she must have used my credit card to buy more space.

Since I am a free user, I have no way to track this down by email or with a human, and let's face it, their chat box is useless.

Her email account is no longer accessible.

How do I get to this account given I don't know her dropbox password.  I know her email, but any changed password would likely have to be verified by her email address.

Thank you all for your help.  There are probably lots of pictures and videos that I my wife and I would cherisj.

Kind Regards,

Brian

[Jay]

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

We're sorry to hear of your loss and understand how important it would be to view any files she may have had. 

We do have information in this article that should help you in relation to locating her files on an existing device, or gaining access to her Dropbox account.

If you need any further assistance, please let me know.

[brianskiba]

Thanks very much Jay. 

We have the login and password, but we no longer have her phone subscription and Dropbox is doing a second factor authentication on the phone.  We can't update the phone number as we can't login without authenticating.

The next question is, do we use the same procedure you point to in order to get the 2 factor authentication turned off?

Brian

[Mark · Accepted solution]

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@brianskiba wrote:

The next question is, do we use the same procedure you point to in order to get the 2 factor authentication turned off?

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Sorry to hear of your loss 😞

You will need to speak to support to see if they can turn off 2FA - they may not be able to unfortunately. However, they are the only ones who can help. The link already given is probably your best bet

[brianskiba]

Mark - As I have a free account, but my daughter had a paying account, not sure how I will ever post a trouble ticket or speak to anyone in support as I can't get onto her account because of 2FA, which is what I would like to ask them to remove.  Chickens and eggs.... Brian

[Jay]

Thanks for the update. As the account has 2FA on it, it wouldn't be possible to login to it normally. 

In order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?

[brianskiba]

Hello, my email is [Removed as per Community Guidelines].  I am the free account.  My daughter's email is [Removed as per Community Guidelines]

[Jay]

Thanks, I've sent you an email, please could you reply to it when you get a chance.