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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.

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

Hey Boatman, I hope it's okay for me to jump in here as well.

I went through your case and I completely understand why you're frustrated.

From what I can also see from your ticket, you're already in contact with a member of our team that does specialize in these kinds of issues.

So, just make sure to keep replying to them, and they will assist you further.

If there's anything else you need, let us know.

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

Still waiting to hear back.  I did not receive any emails yesterday. :(

  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II
    6 months ago

    Unfortunately you wont hear anything until Monday now as they dont work weekends. 

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

      That sucks, thanks for the info. 

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