Not receiving emails for password reset

[KimGremita]

Dropbox has changed my password for "security purposes" and now I can't login. I was told to request a password reset - so I did - entered my email, saw it popup and say "an email has been sent" - and never received the email. What follows is a message I sent via the Dropbox.zendesk.com support - which I'm able to login to. The problem is, other than the obvious, I keep getting the same response - which I posted below my support request here. Can anyone please help???

My last reply to the helpdesk:

I do have access to my email - that's not the problem. I've requested the password reset and I'm not receiving the email with the link in it. I'm receiving the emails from you without any problems. I have added the "no-reply@dropbox.com" to my contacts.

Let me be clear - I can access my email account I am not receiving a reset email from dropbox.

It's not in my spam/junk folders. It's not blocked. I have all my security settings for email, and my computer, turned off.

Dropbox reset my password. Now I can't access all the photos of my children that are stored there. I'm trying to do a reset and for some reason I'm not getting the email with the reset link from Dropbox.

Attached please see jpg files verifying the request for the password reset, veryfying I'm receiving OTHER emails, into my email account associated with my Dropbox account - from you, and verifying that I have the "no-reply" email address in my contacts.

Again, I am simply not receiving a reset email from Dropbox. Dropbox changed my password and now I can't access my baby's pictures. What we need to do to fix this? Can we escalate this? It seems evident there is a problem somewhere between my requesting a password reset and Dropbox's outgoing email - what do we do now?

The helpdesk's last reply to me - which has been sent 4 times since yesterday...LOL:

Hi Kim,

If you don't remember your password, or you need to reset it, you can visit our website here:

https://www.dropbox.com/forgot

Please enter the email address associated with your Dropbox account. You'll then receive an email from no-reply@dropbox.com with the steps to reset your password.

If you don't receive an email after a reasonable amount of time, please check your spam folder to ensure that no-reply@dropbox.com is not blocked. You can also add no-reply@dropbox.com to your address book and request another password reset email.

Regards,
Michelle

We have just launched a brand new Dropbox community! You can find immediate answers 24/7. Check it out http://dropboxforum.com

[KimGremita]

 Hi all...so, I just got the same, canned, response - AGAIN! After the long explanation that I'm simply not receiving the password reset email - after sending screenshots veryfying that email is working, that I have the no-reply email address in my contacts...is this a joke? Does anyone know how to get in touch with Dropbox support on the phone?

[jjjeroenski]

Same problem overhere, not any mail from no-reply in the smtp logs, for sure not in the spam!

Can't find anywhere a phone number to contact support, they only answer with auto generated mails.

I can open the website with an old laptop with the dropbox agent but if i want to change email address or password, you always have to know the old password ...

[Rich]

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KimGremita wrote:

Does anyone know how to get in touch with Dropbox support on the phone?

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Phone support is only available to Dropbox for Business customers. Unfortunately, all you can do is reply back to your ticket again. Don't open new ones. Use the same ticket.

Post your ticket number here and I'll see if I can pass it on to someone to look into.

[310EI · Accepted solution]

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@KimGremita wrote:

Hi all...so, I just got the same, canned, response - AGAIN! After the long explanation that I'm simply not receiving the password reset email.

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Hello, Kim...

Hopefully by now, you've resolved your problem.  On the off chance that you haven't had closure yet... the information below may be of use to you.

I just requested a password reset for one of our Dropbox accounts and I received it within seconds of the request.

The fact that you didn't receive the password reset email from Dropbox does not mean that they didn't send it to you (they did indeed send it to you, almost instantly).  The blame for not receiving the password reset email falls on the shoulders of the several possibilities including your email account or the email program that you use (eg: Outlook, Windows Live Mail, Thunderbird).

One possibility that can prevent the password reset email from getting through to you is if you're trying to perform this task while at your place of employment.  Some businesses may block certain emails because it's not work-related or in an effort to prevent possible malware from infecting their network via an employee's personal email account.

In some instances, you'll have to talk to your Network Administrator about whitelisting certain email addresses, especially if you're using an email address from an employer or an organization (eg: Employee@Company.com, Volunteer@NonProfit.org or Professor@College.edu).

The best way to make sure that you'll receive the password reset email is to whitelist Dropbox's address (this is different than adding it to your contacts or safe senders list).

EXAMPLE:  Since I'm in charge of what passes through our business email servers, I whitelisted the two Dropbox addresses seen below (No, I'm not a Dropbox employee).

[1] *@dropbox.com

[2] *@dropboxforum.com

NOTE:@  On our servers, the asterisk in front of the @ symbol above denotes any prefix (eg: @example @ dropbox . com).

Be sure to take a look at the articles listed below for more information.

RELATED ARTICLES:

• How to whitelist an email address with Gmail, Outlook.com or Yahoo! Mail
• How do I add email addresses to my safe senders list in my email client (or my security software)?

HELP CENTER ARTICLES:

• How do I verify my email address?
• How do I change my email address?
• How do I change my password?
• Enable two-step verification
• How do I find and change my desktop application preferences?
• I forgot my password. How do I reset it?

[loucovey]

Dropboxand all its permutations is whitelisted on my Gmail account, business account and yahoo accounts. Still not coming through any of them.

[loucovey]

I'm having the same problem and I have whitelisted all versions of dropbox emails. here's my ticket, too. 5199196

[Jabiru]

We have had this issue for about a month. The problem is the Dropbox sender address, even if you whitelist dropbox.com it will still not work.

This is the email sender address when I click forgot password.

0100015a81cad8e6-5c27f5fe-5fb1-4a0f-89dd-940f6b788097-000000@em

Email Header:

2017-02-28 10:37:57

SMTPS

Drop

-

54.240.27.15 :42794

111.143.29.55 :25

0101015a820b75c6-9aaea6a0-f612-4c73-b155-47a2112b278a-000000@em

How do you whitelis that?

We have whitelisted dropbox.com, 54.240.27.15, amazonses.com and it still gets dropped.

I do recieve the no-reply@dropbox when a new login occurs. The header from that email is correct

Received: from a10-202.smtp-out.amazonses.com (54.240.10.202) by

[Auroro]

Hi all, did you guys find a soluion for this?

I have the same problem and I can't even open a ticket because I get an "Unexpected error ocurred: error" message every time I try to submit a ticket.

[Jane]

Hey Auroro, 

Please keep in mind that if you’re unable to get in touch through our official support page here: https://www.dropbox.com/support, you could still submit a ticket through our Community link: https://www.dropboxforum.com/t5/custom/page/page-id/SupportPage-SearchSolutions. 

Because you mention that you’re not receiving emails to one of your email addresses, please use a different one to open this request, so that you get to receive our correspondence. 

Once you do, please let me know a ticket ID in your reply, so that I follow-up on your request. 

Thanks, 

JaneA