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I was required to reset my password and now I can't find my files/paid plan.
I have a paid plan (2TB). I was forced into a password change last week, and since then all files and folders are gone from my Dropbox account, and when I login, it shows that have 2MB, not 2TB.
Al...
Nancy
Dropbox Community Moderator
Dropbox Community ModeratorHi again, martin49. Since your old Dropbox account is an upgraded one, there’s one more way to go about this.
What I want you to do next is check your bank statement and find the last Dropbox charges you received; is there a 12-digit transaction ID linked to them? If there is, please go to this page and insert it in the given field.
After that, I’d like you to copy paste the email address you’ll see next, open an incognito window on your computer and log in to Dropbox with the same email address. Can you see your old files now?
What email address are you referring to? This is what I saw after clicking the link and entering the transaction code:
If I login using [removed] I still do not see my files.
[personal information removed per the Community's Guidelines]
- Rich
Super User II
martin49 wrote:
What email address are you referring to? This is what I saw after clicking the link and entering the transaction code:
See the section labeled Account email? That should contain YOUR email address. Look at the email address that's listed there more closely.
- no-reply_dropbox@mail.com
That's not your email. It's not even a valid Dropbox email. It's a fake email address being used to scam you. Your account has been compromised. Someone likely got a hold of your credentials, probably through some other website breach, and used them to sign in to Dropbox. They then proceeded to change the email address on the account to one that they control and they now own your paid account.
Now you try to sign in and you don't see your files. This is because you didn't sign in. You ended up creating a brand new, empty account. One that has never had your files in it. This is why the Events page shows no activity on the account. There has never been any activity on that account.
This is often a result of reusing the same credentials across multiple sites or services. You need to contact Support immediately. I would also suggest changing your passwords for ANY website or service that you use, but especially on any that used the same email address and password that you use on Dropbox. You should also enable multi-factor authentication on Dropbox, as well as all of your other accounts to prevent something like this happening in the future.
To contact Support, visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'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.
The email address, [removed] definitely WAS associated with a paid account.
I have tried the chatbot; it is useless. How would you suggest I go about "contacting support immediately?" There seem to be no options for that. I probably could have solved this problem Monday with a 5-minute phone call, were that option available.
Again, I'm about to give up and just use a different service…
[personal information removed per the Community's Guidelines]- Rich
martin49 wrote:
The email address, [removed] definitely WAS associated with a paid account.
First, PLEASE stop posting your email address on this PUBLIC forum. You're just handing out personal information. And yes, your email was likely associated with a paid account, but your account has been compromised. Stolen.
If I were you, I'd be checking every service you use and paying close attention to your credit card statements. I would also sign up with HIBP, or at least check your email address and passwords against their databases to see where your credentials may have been stolen from.
How would you suggest I go about "contacting support immediately?" There seem to be no options for that.By following the steps that I provided above. Do that, and you'll be able to open a ticket.
It looks like you're right - apparently, someone hacked this account.
I would very much like to simply delete it completely and start over. The instructions I could find online for "delete Dropbox account" do not appear to work for this account; I do not have the option to "delete account" under the General tab of settings. It appears I have to "contact support" to delete the account. Can you help or steer me in the right direction?
