We're making changes to the Community, so you may have received some notifications - thanks for your patience and welcome back. Learn more here.
Forum Discussion
Need help resetting password - 2FA set up without consent
I have a client that urgently needs assistance on resetting the password of their Dropbox account. Someone has compromised their account and set up two-factor authentication without their consent. They are unable to access the account because they don't have the 2FA code. Is there a way to reset the password without needing the authentication code? Unfortunately, there is no phone number or live chat available for immediate support. I have submitted a support ticket, but the response time is 1-2 business days, and we need to resolve this issue as soon as possible. Any help or guidance would be greatly appreciated. Thank you.
- Rich
Super User II
AM12399 wrote:
Someone has compromised their account and set up two-factor authentication without their consent.
Is this a two-factor code being sent to a phone or other authentication device, or is it sending a one-time security code to an email address? I ask because Dropbox will often send a one-time security code to the email address on the account. This isn't the same as the two-factor authentication feature which can be enabled.
Is there a way to reset the password without needing the authentication code?No, there isn't.
I have submitted a support ticket, but the response time is 1-2 business days, and we need to resolve this issue as soon as possible.You can reply here with the ticket number and a Dropbox may be able to check the status of the ticket for you. Otherwise, you need to wait for Support to get back to you.
It is a two-factor authentication code that Dropbox is looking for that my client did not set up. The ticket number is #24285419.
- Mark
AM12399 wrote:
I have submitted a support ticket, but the response time is 1-2 business days, and we need to resolve this issue as soon as possible. Any help or guidance would be greatly appreciated. Thank you.
Paid user support is usually quite quick so fingers - I had some replies within an hour or 2 on Friday. However, free users is (rightly) substantially longer.
