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Forum Discussion
Our Business admin account has been hacked and we cannot get a hold of support.
Does anyone know how to get assistance on a hacked account? Our CEOs business admin account has been compromised, and she has been kicked out. No one at Dropbox is answering our requests and there is no direct number to talk to a real human. We are panicking since we work with very important data and have deadlines. We need help! She cannot access her account at all, and it is the admin account, therefor she cannot put in a request. We are a paying customer as well. SO frustrating!!
11 Replies
- Mark
Super User II
All you can do is log a ticket with support and wait I'm afraid (remembering it is a bank holiday weekend as well). DO NOT KEEP LOGGING TICKETS! If you do you just move yourself to the back of the queue everytime.
You can log them at http://www.dropbox.com/support while not logged in - even to here. So use something like an incognito window.
Why are we not able to speak to anyone, this is insane! This is an emergency situation. We work with government data. I have submitted 6 tickets now and no one is able to get back to me? Even though we pay a lot for this? Can you please help me in any way? This is serious stuff.
- Mark
I have submitted 6 tickets now and no one is able to get back to me
And everytime you've moved yourself to the back to the queue.
Try and close the newest ones at http://www.dropbox.com/support.
Can you please help me in any way?
No. I dont work for Dropbox sorry.
This is an emergency situation. We work with government data
You need to activate your Business Continuity plans and if needed restore from backups until Dropbox get back to you.
Oh well sorry I am taking it out on you. I thought you were connected! Do you really like DropBox if this is their customer service? I just cant believe it.
- Mark
To me an acceptable response is 24 to 48 hours (working). Unless you are paying for expediated support then you cannot expect things to be done instantaniously - especially over a Bank Holiday weekend.
For the products and services I cannot be without I have paid redundancy and backup systems in place based upon business continuity plans and risk assessments.
We have done a couple but the last one was: #24996989/#24996979/#24996967 Thanks
Well then you have never worked with serious data before and hackers. We expect high security as a paying customer...quite frankly we have to work on the weekends too. So, we would rather have customer service than nothing, this impacts people's lives. The least we ask for is a response.
Last two are: #24996896 and #24996386
- Megan
Dropbox Community Moderator
Hey leadteam, sorry to hear about that!
I truly understand how frustrating the situation must be for you and your team.
Please know that your concerns are important to us. I checked, and saw that one of your tickets have been escalated to our specialized team, and they will be in touch with you as soon as possible.
Thank you for your patience, and understanding!
