Can't reset a Dropbox account password that was created by a hacker.

[MasterNe0]

I have a client that email was hacked and used to send dropbox pdf file from dropbox.com.. I received the email and it seems to be shared from the user's email account (as I was able to see the share file from SHARED with my own email address)  but when I try to do a forgotten password in order to get into the dropbox account and delete it, I don't get anything. Is their anything I can do it get rid of this compromised dropbox account. I can't talk to chat or email support directly so not sure what to do.

[Rich]

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@MasterNe0 wrote:

I have a client that email was hacked ... but when I try to do a forgotten password in order to get into the dropbox account and delete it, I don't get anything.

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Your client will need to contact Dropbox Support directly. Have them visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and they'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

• https://www.dropbox.com/support/sign-in-issues

[MasterNe0]

I managed to get the reset link but can't bypass the 2FA that was enabled since it setup with a phone number that not my clients. Hopefully dropbox support can help after following your suggestion.

[Megan]

Hey @MasterNe0, sorry to hear about that! 

Did you manage to contact our Support? And if so, would you mind sharing your ticket number reference with me, in order to locate it on our system?

I'll be waiting for your update! 

[MasterNe0]

I have the ticket #, lmk how do I sent it to you directly since I am not sure if you want me to post it in this forum.

[Rich]

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@MasterNe0 wrote:

I have the ticket #, lmk how do I sent it to you directly since I am not sure if you want me to post it in this forum.

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Just reply here with the number. No one else can access it.

[MasterNe0]

@Megan #24195138

[Nancy]

Thanks for the ticket number, @MasterNe0! I could locate your ticket and I can see our team has replied in the meantime. Please check their email, when you get the chance.