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AM12399's avatar
AM12399
New member | Level 2
2 years ago

Need help resetting password - 2FA set up without consent

I have a client that urgently needs assistance on resetting the password of their Dropbox account. Someone has compromised their account and set up two-factor authentication without their consent. Th...
account access
security
Rich's avatar
Rich
Icon for Super User II rankSuper User II
2 years ago
AM12399 wrote:

Someone has compromised their account and set up two-factor authentication without their consent.

Is this a two-factor code being sent to a phone or other authentication device, or is it sending a one-time security code to an email address? I ask because Dropbox will often send a one-time security code to the email address on the account. This isn't the same as the two-factor authentication feature which can be enabled.

 

Is there a way to reset the password without needing the authentication code?

No, there isn't.

 

I have submitted a support ticket, but the response time is 1-2 business days, and we need to resolve this issue as soon as possible.

You can reply here with the ticket number and a Dropbox may be able to check the status of the ticket for you. Otherwise, you need to wait for Support to get back to you.

  • AM12399's avatar
    AM12399
    New member | Level 2
    2 years ago

    It is a two-factor authentication code that Dropbox is looking for that my client did not set up. The ticket number is #24285419.  

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

      Hey there, AM12399, thanks for posting here! 

       

      I was able to locate your ticket, and I've pinged our Team about it. Hang tight, and someone will be with you shortly. 

       

      Thank you for your patience! 

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