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nodesk's avatar
nodesk
Helpful | Level 5
9 months ago

Is there an ultimate recourse for 2FA deactivation ? (entirely locked out of my account)

Hi there,   The situation is simple: I used to have dropbox and stopped using it years ago. Now i'd like to come back. I have lost access to my account and have no recovery option available at all....
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  • nodesk's avatar
    nodesk
    9 months ago

    Bumping the thread for future readers in search of a definitive/authoritative answer on that question.

     

    Dropbox support finally gave me an unambiguous answer, and it's a no.

    They do not have a process for unlocking accounts if you lose all your means of access as described in my original post. So, if you do, you're done.

     

    Excerpt from the exchange I had with them (translated from the original language):

    """

    For security reasons, we can't disable 2FA for you because your email address isn't proof enough of your identity. If you can't use your 2FA code and don't know you recovery codes, we can't help you in accessing your dropbox account

    """

     

    Note that there is still some wiggle room where they say "your email address isn't proof enough", when I told them I could provide much, much more proof of identity and ownership of the account, BUT it seems to me that their internal processes stop there when it comes to account recovery for reasons other than death of a user (see prior messages in this thread for details on that).

JennSymons's avatar
JennSymons
New member | Level 2
2 months ago

My dropbox account got hacked this morning.  The hacker logged into my dropbox, changed the password AND SET UP 2 factor authentication on THEIR device.  They also canceled my original Dropbox Plus subscription & changed my account settings by adding  "Pay App" to my dropbox account.   So now when I try to reset my password, it sends a code to their autenticator app, preventing me from being able to change my password & regain account access. 

 

Please help!  I've reached out to support many times, but only get generic reply messages with vauge support links that often tell me to sign in....wish I could!  Thanks

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