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caw81677's avatar
caw81677
Helpful | Level 6
3 months ago

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 reco...
Security
  • caw81677's avatar
    caw81677
    3 months ago

    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.  

Mark's avatar
Mark
Icon for Super User II rankSuper User II
caw81677 wrote:

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.

 

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. 

 

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. 

RJEspinoza's avatar
RJEspinoza
Explorer | Level 4
3 months ago

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.

  • DBX_Pedro's avatar
    DBX_Pedro
    Icon for Community Manager rankCommunity Manager
    3 months ago

    Hi RJEspinoza,

     

    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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