Compromised Account

[caw81677]

We have a customer account that has been compromised where the threat actor has changed the password and authentication method.  The user is not able to sign in the account and does not have any recovery codes.  The threat actor is still sending malicious links from the dropbox account.  We have opened a ticket but dropbox support tells us to login to the account to reset the password but that obviously is not possible.  I have created a trial account just to see if I can get better support options and the community is the best I can find.

If someone from dropbox could please help here is the ticket number

Ticket #24311352

suspend the account, delete the account, reset the authenticator to force setup again then let us request a password reset, do whatever you can please because this has been going on for about a week now.

[Mark]

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@caw81677 wrote:

I have created a trial account just to see if I can get better support options and the community is the best I can find.

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Trial accounts cannot get paid levels of support because so many do exactly this I'm afraid - they upgrade to get help then cancel when they have it. 

Unfortunately the only people who can help are the ones impacted - unless you were, at the time, a business plan you wont be able to get support for somebody else. It needs to come from their email. So they need to do the contact I'm afraid. 

[caw81677]

The ticket # referenced was created by the impacted user. Just review the ticket and you will see. We really need this solved and so far Dropbox support is not helpful.

[Mark]

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@caw81677 wrote:
The ticket # referenced was created by the impacted user. Just review the ticket and you will see. We really need this solved and so far Dropbox support is not helpful.

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I dont work for Dropbox so I cant. 

Dropbox support only works Mon through Fri so it wont be picked up to earliest Monday.