Change my email address without having access to email account used to create the Dropbox account.

[CCbug1]

I had a free Dropbox account for many years, using my primary email address.  Several years ago, I set up a new account, with more storage, that I'm paying for so that I could share photos with my mom (now 98).  At the time, I set up a new email address and associated it with that 2nd account. I don't use that email address for anything else, but now that email address has hacked.  I can't log on to it anymore - they changed the phone numbers associated with it, so I can't get the log on code. So now there's a free account (that my laptop is logged onto) and a paid account (which my phone is currently logged on to).  The paid one is the one I use the most since it has thousands of pictures now.  I wanted to log onto the paid account on my laptop but I can't, because I can't get or change the password.  I also can't find a way to change the email address associated with that account.

[Megan]

Hey @CCbug1, I'd be happy to help as much as possible here! 

Do you happen to remember the password of the paid account? 

If so, then you can try logging into the website, online to see if you can change your email from there. 

Provided that it still asks for the 6-digit-security-code or that you don't remember your password, let me know and I'll be happy to open a ticket on my end for you. 

I'm suggesting the ticket route, since we might need some account-specific info, so it should be safer. 

Let me know more!

[CCbug1]

Hello Megan, no the password that I thought was correct, is not.  So I can't log into the paid account.  (Can't change password because code is sent to email address that's been hacked.) Can you open a ticket to help with getting the email changed on the paid account?  Thank you!

[Mark]

Its unlikely you'll be able to get the account back @CCbug1 😞

All Dropbox, usually, do in paid account situations like this is cancel billing. 

https://help.dropbox.com/account-access/lost-email-access

[Megan]

Hey @CCbug1, definitely! 

I just sent an email to your Community-linked email address, I'll see you there!

[CCbug1]

What about my thousands of pictures?

[Mark]

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@CCbug1 wrote:

What about my thousands of pictures?

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You may need to recover via a backup medium if you cannot get access via Dropbox.

[Megan]

We will try our best to help you gain access to the account @CCbug1.

However, if we can't do that, then it'd be best for you to download them from your connected device that you already have access to. 

That way, we can cancel the plan, and you can transfer them onto a different one. 

I hope this clarifies!

[CCbug1]

Is there a way for you to a) first verify me on a different email address, and b) change the email address on my paid account?

[Megan]

Hey @CCbug1, we wouldn't have jurisdiction to change the email address on a Dropbox account, or verify you on a different email address. 

However, I think it'd be best to continue via email, in order to let the specialized agents take a look into this, and see what they can find about it. 

Did you receive my email?