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kspasov's avatar
kspasov
Explorer | Level 3
2 years ago

User Cannot Access Dropbox Passwords Extension on New Computer

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 ...
Passwords
Jay's avatar
Jay
Icon for Dropbox Community Moderator rankDropbox Community Moderator
2 years ago

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's avatar
kspasov
Explorer | Level 3
2 years ago

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's avatar
    Jay
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    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's avatar
      kspasov
      Explorer | Level 3
      2 years ago

      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's avatar
        Jay
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        2 years ago

        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.

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