User Cannot Access Dropbox Passwords Extension on New Computer

[kspasov]

I am admin of our company's Dropbox account. One of our users (also an admin) got a new computer and he is unable to access the Dropbox Passwords Chrome extension on it. He did not save his recovery words, and the option to confirm the account/sign in using the Chrome window pop-up is NOT popping anything up so he cannot sign in. I see this is a common problem, but we cannot resolve it using recovery words.

What are our options? Can I reset his Dropbox Passwords account as an admin? He needs to get in as this is a business account.

[Jay]

Hi @kspasov, thanks for bringing this to our attention.

Are there any old devices that they own with the Dropbox Passwords extension or app installed, in order to get the notification of another sign in?

This will help me to assist further!

[kspasov]

No—their previous computer died completely and they have no access to it. They've also already tried clearing cache and cookies, and reinstalling the Dropbox Passwords Chrome extension.

[Jay]

Thanks for the info. Without another device or the recovery words, it wouldn't be possible to recover the Dropbox Passwords account, unfortunately.

Team admins only have the option to check the security score of the passwords using these steps.

[kspasov]

This is a business account—we need to access it. Saying we cannot access due to a technical error in the Dropbox Passwords Chrome extension (it is not popping up the confirmation window like it should be) is unacceptable. If the extension login process was working as it should, then we wouldn't be here.

[Jay]

You can ask the user to contact the support team via their support page when logged into their account to see what options are available regarding this matter.

[kspasov]

No. Their previous computer they were using to access Dropbox Passwords died.

[kspasov]

I reached out to support and the original person helping me was great, but they've gone on leave and the new person helping me responded once then immediately closed the ticket (#22492024).

Thus far, the issue is still that the Chrome extension is NOT populating a notification when it says "check Chrome Mac OS for a notification." There are other posts on this forum about this issue. How is this not yet fixed?

[Megan]

Hi @kspasov, sorry to jump in here! 

I checked your ticket number reference, and I can confirm that it's still open. I also made sure to pass my comments internally to the agent helping you. 

Hold tight, and the agent will respond back as soon as possible.

Thank you for your understanding!