Locked out of business account for 3+ days due to an error with certificate

[LucieWS]

Help!

We have a Dropbox Business account, tried to update the certificate used for single sign-on to Dropbox Business in Microsoft Azure. Azure part went fine but uploading the certificate to Dropbox has locked us out.

All 12 of our staff, including admins are unable to log in - get error message saying “could not validate SAML assertion. Please contact your team admin”.

Admins can’t log in!

Dropbox support were contacted 3 days ago and still no support. Our small not-for-profit is being hugely impacted operationally.

Any ideas how we can contact a human or suggestions for how to fix asap?

[Jay]

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

Do you have the ticket ID from the automated email response in order to locate it on our system?

This will help me to assist further.

[LucieWS]

Thanks for a prompt response.

The original support ticket number is #23545104

[Jay]

Thanks for the info, I have gone ahead and prioritized the ticket to expedite matters on your behalf. 

They will be able to handle your query from there on via email.

[LucieWS]

Thank you, do you know an estimate of when we will get it fixed?

We can’t really last another full work day without being able to access our files.

[Jay]

I wouldn't be able to say an exact time or date, however, since it has been prioritized so it would be a faster response than a normal ticket.