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Boatman's avatar
Boatman
Explorer | Level 3
6 months ago
Solved

I need my support ticket escalated, since I can't access my account due to an incorrect password.

On 6/7 I contacted customer support regarding an account that I haven’t access since 2015. I recently realized that there are photos of a deceased family member on there that I don’t have anywhere el...
account access
Passwords
security
  • Neal's avatar
    Neal
    5 months ago

    Hi Boatman​,

    I'm one of the community moderators at Dropbox. I've been in this situation before so I know how frustrating it can be.

    By the sounds of it, it seems like the password you're using is genuinely incorrect. Keep in mind, if one of our customer service agents removed the second factor authentication, it's extremely unlikely that this had any effect on your current password. While they are related in concept, they are two completely different functionalities. 

    I would highly recommend that you try other passwords on the off chance that might be the issue.

    Also in regards to the other user you referenced who's issue was resolved, keep in mind that no two cases are completely the same and we can't speak to other specific cases. There might have been things in the background that are different to this case.

    I hope this clears things up and apologies I could not give you better news.

Megan's avatar
Megan
Icon for Dropbox Community Moderator rankDropbox Community Moderator
6 months ago

Hey Boatman​, thanks for posting here! 

I totally get how you're feeling, and how this situation must be for you, and I'm really sorry for the trouble you've been dealing with. It's definitely not the experience we want anyone to have.

That being said, I've personally reviewed your case via email, and I've already shared my comments and flagged your concerns directly with the agent handling it. 

Your case has already been escalated to our specialized team, who is best equipped to help from there.

I do want to be fully transparent with you, and while they'll do everything they can, there may be cases where a solution isn't possible. I know this might not be easy to hear, but I believe it's necessary to be honest with you.

What you can do from your side is to keep an eye on your inbox, since the team will reach out to you there with any updates or next steps. I truly wish I had more control here, but I'll continue to be one post away if you need anything else clarified. 

If you need something else, please let me know and I will be more than happy to help every step of the way. 

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