Lost 2FA and backup code

[renkye]

Dear all, 

I need help accessing my account which contains files that are important to me. I have not used Dropbox for years so the app is not installed on any of my devices. I have also changed my phone number and do not remember ever writing down an emergency code. It seems that there is no process to handle this case at Dropbox. I'm a bit disappointed I cannot get my account back. I'm even willing to provide documents to prove my identity.

[Walter]

Hey @renkye - sorry to hear you're having issues with this.

Even though I can't promise anything, I'd recommend getting in touch with our support team for further assistance directly through this form.

Just make sure to use an incognito window without signing into any Dropbox account and fill in all the relevant information along with an email address we can reach you at. 

Once you get a ticket ID from our system, you can share it with us here so that we can look it up as well, if needed.

I hope this helps!

[renkye]

Hello Walter,

thanks for your help. Here is my ticket number: 23063982

It was already closed by the support person though.

[Hannah]

Thanks for the ticket number, @renkye.

Since you're already in contact with the team that specializes in these issues, there's not much more we can do on our end.

I have, however, passed your comments along to the agent working on your case and have also raised its priority, so the agent will get back to you the soonest possible.