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DavidJV40's avatar
DavidJV40
Explorer | Level 3
7 months ago

My templates and history of signed documents have disappeared after resetting Sign password

After resetting the password as recommended after the Dropbox Sign security incident.   All the account data has disappeared, including the contracted plan and my payment method.   It looks l...
Dropbox Sign
Passwords
Security
Nancy's avatar
Nancy
Icon for Dropbox Staff rankDropbox Staff

Thanks for posting on our forum today, DavidJV40. 

 

Have you checked if you’ve set up a brand new account indeed? If you click on your avatar (at the top right corner of your Dropbox Sign account), do you see the same email address as before?

 

What steps did you follow exactly to reset your password?

 

Keep me updated.

DavidJV40's avatar
DavidJV40
Explorer | Level 3
7 months ago

Yes, it is the same email

 

I clicked on the option "forgot password?" I typed the email and then I got the email to enter a new password and when I login to the account all my data is gone.

  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff
    7 months ago

    Hi DavidJV40, if you're certain that this was the same email that you used to login to the Dropbox site, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

     

    You can do this by opening an incognito/private browsing window, while not signed into your account, and accessing this link. 

     

    From there you should be able to contact support. Make sure to enter the same email you use to login to Dropbox. 

    • DavidJV40's avatar
      DavidJV40
      Explorer | Level 3
      7 months ago

      I have sent the mail but I have not received a reply yet.

      the email was sent on Friday

      • Jay's avatar
        Jay
        Icon for Dropbox Staff rankDropbox Staff
        7 months ago

        Do you have the ticket ID from the automated email response so I can locate it in our system?

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