Need help resetting password - 2FA set up without consent

[AM12399]

I have a client that urgently needs assistance on resetting the password of their Dropbox account. Someone has compromised their account and set up two-factor authentication without their consent. They are unable to access the account because they don't have the 2FA code. Is there a way to reset the password without needing the authentication code? Unfortunately, there is no phone number or live chat available for immediate support. I have submitted a support ticket, but the response time is 1-2 business days, and we need to resolve this issue as soon as possible. Any help or guidance would be greatly appreciated. Thank you. 

[Rich]

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@AM12399 wrote:

Someone has compromised their account and set up two-factor authentication without their consent.

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Is this a two-factor code being sent to a phone or other authentication device, or is it sending a one-time security code to an email address? I ask because Dropbox will often send a one-time security code to the email address on the account. This isn't the same as the two-factor authentication feature which can be enabled.

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Is there a way to reset the password without needing the authentication code?

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No, there isn't.

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I have submitted a support ticket, but the response time is 1-2 business days, and we need to resolve this issue as soon as possible.

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You can reply here with the ticket number and a Dropbox may be able to check the status of the ticket for you. Otherwise, you need to wait for Support to get back to you.

[AM12399]

It is a two-factor authentication code that Dropbox is looking for that my client did not set up. The ticket number is #24285419.  

[Megan]

Hey there, @AM12399, thanks for posting here! 

I was able to locate your ticket, and I've pinged our Team about it. Hang tight, and someone will be with you shortly. 

Thank you for your patience! 

[Mark]

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@AM12399 wrote:

I have submitted a support ticket, but the response time is 1-2 business days, and we need to resolve this issue as soon as possible. Any help or guidance would be greatly appreciated. Thank you. 

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Paid user support is usually quite quick so fingers - I had some replies within an hour or 2 on Friday. However, free users is (rightly) substantially longer.