Compromised Account: changed password and authentication method.
We have a customer account that has been compromised where the threat actor has changed the password and authentication method. The user is not able to sign in the account and does not have any recovery codes. The threat actor is still sending malicious links from the dropbox account. We have opened a ticket but dropbox support tells us to login to the account to reset the password but that obviously is not possible. I have created a trial account just to see if I can get better support options and the community is the best I can find.
If someone from dropbox could please help here is the ticket number
suspend the account, delete the account, reset the authenticator to force setup again then let us request a password reset, do whatever you can please because this has been going on for about a week now.
As far as we're aware, there's a short time-frame that the setup needs to be completed in. If it's exceeded, it might explain what you described.
If I understood correctly and if possible, please have someone perform the set up on the target machine directly to see if that makes any difference whatsoever.
About Security and Permissions
Start a discussion in the Dropbox Community forum to get help with your account security and permissions. Find support from Community members.
Need more support
If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.
For more info on available support options for your Dropbox plan, see this article.
If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!
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We have a customer account that has been compromised where the threat actor has changed the password and authentication method. The user is not able to sign in the account and does not have any recovery codes. The threat actor is still sending malicious links from the dropbox account. We have opened a ticket but dropbox support tells us to login to the account to reset the password but that obviously is not possible. I have created a trial account just to see if I can get better support options and the community is the best I can find.
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If someone from dropbox could please help here is the ticket number
suspend the account, delete the account, reset the authenticator to force setup again then let us request a password reset, do whatever you can please because this has been going on for about a week now.
","body@stringLength":"1040","rawBody":"
We have a customer account that has been compromised where the threat actor has changed the password and authentication method. The user is not able to sign in the account and does not have any recovery codes. The threat actor is still sending malicious links from the dropbox account. We have opened a ticket but dropbox support tells us to login to the account to reset the password but that obviously is not possible. I have created a trial account just to see if I can get better support options and the community is the best I can find.
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If someone from dropbox could please help here is the ticket number
suspend the account, delete the account, reset the authenticator to force setup again then let us request a password reset, do whatever you can please because this has been going on for about a week now.
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I have created a trial account just to see if I can get better support options and the community is the best I can find.
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\n
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Trial accounts cannot get paid levels of support because so many do exactly this I'm afraid - they upgrade to get help then cancel when they have it.
\n
\n
Unfortunately the only people who can help are the ones impacted - unless you were, at the time, a business plan you wont be able to get support for somebody else. It needs to come from their email. So they need to do the contact I'm afraid.
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caw81677 wrote: The ticket # referenced was created by the impacted user. Just review the ticket and you will see. We really need this solved and so far Dropbox support is not helpful.
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I dont work for Dropbox so I cant.
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Dropbox support only works Mon through Fri so it wont be picked up to earliest Monday.
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I see you're a super user. Great. I've been a paying business member since 2010. Dropbox has gotten a lot of my money. I am having the same issue. I am the only Team Admin and I cannot get anyone to help me. I am in an urgent situation and now this issue is going to cost me big $$$. And all I get is those crappy emails and a closed ticket telling me that the issue was resolved when it has not been.
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Thanks for reaching out; we understand how frustrating this specific delay in resolving this issue can be.
A ticket has already been opened to address it, and we are actively working on it.
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We did eventually hear from the advanced support team. They have suspended the account for now (which is excellent) and are giving us the opportunity to regain access through a questionnaire where we will provide several details on the account. So...for anyone that may come across this post, just be persistent. I know it is frustrating when there is no number to call and you are told your support request will be handled in 1 to 2 business days, only to be responded to and directed to \"login and change the password on the account\". I opened a second ticket referencing the first, not sure if that is what escalated it or just timing. Anyhow, it does appear that Dropbox has more ability to help than initially conveyed.
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