What to do if you got an email about an inactive Dropbox account

To keep your account active, log in and we'll know you want to keep it. If you no longer want your account, you can close it instead.

What does "inactive" mean?

Dropbox determines inactive accounts by looking at log-ins and file activity (adding, editing, or deleting) anywhere on Dropbox during the past 12 months. If you've logged in or had any file activity on Dropbox within the previous 12 months, your account is considered active.

How to keep your Dropbox account

Why did I receive an email even though I use Dropbox?

If you recently used your Dropbox account but still received an email about account closure, it's likely the email refers to a different Dropbox account that you no longer use or may have forgotten about.

Many of our users have multiple Dropbox accounts, and even the addition or removal of a period (".") from the email address can indicate a different account.

Before contacting support, check the following:

• Confirm that the email was sent to the same email address you actively use with Dropbox.
• Check whether the email was forwarded from another email account.
• If you have multiple email addresses, log in to each Dropbox account to verify which one the email refers to.

If you’ve confirmed that the email refers to the Dropbox account you actively use and believe you received it in error, you can contact Dropbox support using the instructions at the bottom of this article.

How do I keep my account active?

To keep your account active:

• Log in to your account on dropbox.com, the Dropbox desktop app on your computer, or the Dropbox mobile app.
• Use any Dropbox app on your account.
• View, add, edit, or remove files or folders.

What if I forgot my password?

You can reset your password if you’ve forgotten it.

What if I’ve lost access to my email address?

If you no longer have access to the email address associated with your Dropbox account, you can contact your email service provider to try to regain access. If you’re not sure what the email address on your Dropbox account is, learn how to find your Dropbox account email.

How to close your Dropbox account

If you no longer want your Dropbox Basic account, you can simply leave it inactive. If your account is eligible for deletion due to inactivity, we’ll send you multiple reminder emails before your account is closed. Each reminder includes the scheduled deletion date and explains how to keep your account active.

If we don’t notify you that your account is inactive, your account won’t be deleted due to inactivity.

Can I close my account now?

If you want to close your account, visit the account deletion page. You can also learn how to close a Dropbox Basic, Plus, Family, or team account.

How do I save my files before closing my account?

You can log in to dropbox.com or the Dropbox mobile app and save your files onto your hard drive or mobile device.

What happens when my account closes?

After your account is closed, any remaining files in your account will be subject to deletion, and you won't be able to log into the account on dropbox.com or any of the devices on which you have installed the Dropbox app.

Learn more about our closed-account policy.

Does Dropbox delete files after inactivity?

If you receive an email that your account is inactive and don’t take steps to keep it active, we’ll send multiple reminder emails before it’s automatically closed, and your files will be deleted within 90 days. Each email includes the scheduled deletion date and explains what to do to keep your account.

If you don’t receive an email about account inactivity, your account won’t be subject to deletion for inactivity.

FAQs about account closures

I tried to log in, but got a message that my account doesn't exist

The “Account doesn’t exist” message usually means the email address you entered doesn’t match the one associated with your Dropbox account. First, try logging in again and check that you’ve entered the correct email address. If that doesn’t work, and you received an email about an inactive account, it’s possible your account has already been closed. If so, contact us using the instructions below.

Can I recover an account that was closed?

Dropbox doesn't reopen accounts that were closed because of inactivity. If your account was closed without permission, and you have proof that it wasn’t you (like signs of suspicious activity), we may be able to help. Contact Dropbox support to look into it.

Who do I contact Dropbox about account closures?

If you have questions about an account closure or an inactivity email:

1. Log out of your Dropbox account.
2. Navigate to our sign in issues support page.
3. From the What’s your issue? dropdown, select Disabled account.
4. Complete the form.
   • Note: Under email, enter the email associated with the account you're asking about. 
5. Click Submit.