Login Difficulty due to 2FA (can't access email)

[Rich K]

I have a DropBox Plus Account that my credit card is being billed for at $11.99 per month.

It is set-up with two factor authentication, with the access code being sent to my prior work email.

I can no longer access that email, so I am unable to get the code in order to log into that DropBox account.

How can I fix this? 

[Walter]

HI there @Rich K - sorry to hear you're having issues with this.

Can you clarify if you have access to any device that you had previously used with that Dropbox account or if you have access to the emergency backup code perhaps?
 

Let us know more and we'll take it from there, Rich.

[Rich K]

I accessed the account using my former work laptop and no other devices.

I no longer have access to that, I am using a new laptop.

My account settings may list a cell phone, which I can still access.

I can also provide the username email and the password to that account.

If accessing the existing account is a problem, then an option may be deleting it.

I can set-up a new DropBox Plus account and upload the file folders to that.

The difficulty is that since I cannot login to that account (due to the two factor authentication problem), I cannot use it and I continue to be billed for it.

Any help you can provide would be appreciated.

[Hannah]

Hey @Rich K, sorry to hear about this issue.

I would suggest reaching out to our support team directly.

To do that, you'll need to open a private browsing/incognito window on your browser and go to this page, where you can fill out the form and submit your request.

Just make sure that you put in an email address you can actually access.

Let me know if you come across any issues!

[Rich K]

Hannah,

I'm confused.  Your reply says, "go to this page, where you can fill out the form and submit your request."

When I set-up the incognito window and go to the page, I don't find help options that direct me to a form.  As I stated above, I cannot access my DropBox Plus account because the two factor authentication is tied to an email I can no longer access.  So I set-up a free DropBox account (to avoid paying for a second DropBox account, since I am still being charged for the first).  When I go to the page you directed, it tells me my help options are limited to the following -  Help Center, Community and Chat Box.

Is the form you are referring to accessible on one of those help options?  If not, how can I reach out to your support team directly?  Is there a number I can call?

Thanks

Rich

[Walter]

You should be able to access the form by opening the link Hannah provided on an incognito window without signing into any Dropbox account @Rich K 

If you still can't find it to open a ticket from your end, please let us know and we'll send you an email to have a further look internally from our end using the email address that's associated with your profile  here, on our Community. 

[Rich K]

Thanks - I was able to submit the ticket.  I will await a reply.

[Walter]

You can also share your ticket ID with us so that we can look it up in our system if needed @Rich K 

Thanks for keeping me in the loop too!

[Rich K]

Walter,

It is - Ticket #23380480.

Regards

Rich

[Walter]

Thanks for the ticket number @Rich K 

I was able to locate it in our system and passed your comments on. 

A member from the team will be getting back to you soon, but please let us know if you have anything else to ask or add in the meantime.