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MasterNe0's avatar
MasterNe0
Explorer | Level 3
2 years ago

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

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...
account access
security
Rich's avatar
Rich
Icon for Super User II rankSuper User II
2 years ago
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.

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.

 

MasterNe0's avatar
MasterNe0
Explorer | Level 3
2 years ago

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

    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's avatar
      MasterNe0
      Explorer | Level 3
      2 years ago

      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's avatar
        Rich
        Icon for Super User II rankSuper User II
        2 years ago
        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.

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

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