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MasterNe0's avatar
MasterNe0
Explorer | Level 3
3 months ago

Can't reset a Dropbox account password that was created by a hacker.

I have a client that email was hacked and used to send dropbox pdf file from dropbox.com.. I received the email and it seems to be shared from the user's email account (as I was able to see the share file from SHARED with my own email address)  but when I try to do a forgotten password in order to get into the dropbox account and delete it, I don't get anything. Is their anything I can do it get rid of this compromised dropbox account. I can't talk to chat or email support directly so not sure what to do.

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II

    MasterNe0 wrote:

    I have a client that email was hacked ... but when I try to do a forgotten password in order to get into the dropbox account and delete it, I don't get anything.


    Your client will need to contact Dropbox Support directly. Have them visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and they'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

     

    • MasterNe0's avatar
      MasterNe0
      Explorer | Level 3

      I managed to get the reset link but can't bypass the 2FA that was enabled since it setup with a phone number that not my clients. Hopefully dropbox support can help after following your suggestion.

      • Megan's avatar
        Megan
        Icon for Dropbox Staff rankDropbox Staff

        Hey MasterNe0, sorry to hear about that! 

         

        Did you manage to contact our Support? And if so, would you mind sharing your ticket number reference with me, in order to locate it on our system?

         

        I'll be waiting for your update! 

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