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Forum Discussion
Someone accessed my Dropbox account and I can't get help
Dropbox Plan
Professional
Are you a Team Member or Admin?
No
Do you have access to the email linked to the account?
Yes
Are there any devices connected to your Dropbox account?
Phone, tablet, work laptop
Question or Issue
A few days ago, My Dropbox account was hacked by an individual calling themselves Samuel Shimb (see screenshot below).
They managed to get access to my account even with 2FA enabled (via SMS)!
I want to make people aware of this and the fact that, when I raised this to Dropbox's chat and Support people, they downplayed it and said they's pass it along to their colleagues. Even when I mentioned in my communication with them that I had 2FA enabled, but did not receive any 2FA OTP, in their responses, they still went ahead to say that I must enable 2FA.
I have been asking for escalations without any assistance on this matter.
I am a paying Dropbox Professional customer, and I want to know how someone accessed my account outside of the normal authentication flow. Even if the hacker managed to obtain my Dropbox password (which I was not using anywhere else by the way), I want to know how they bypassed the 2FA. There were no indications in my GMail inbox of someone trying to reset my Dropbox password (so the hacker did not gain access to my email account first). I was able to login normally using my Dropbox account even after the attack.
This has resulted in sensitive information being exposed to an attacker whose intentions I do not know, including work files. However, Dropbox staff have been downplaying this isse. Maybe because this could be a vulnerability on the side of Dropbox and they won't admit that.
11 Replies
This is the ticket: https://www.dropbox.com/support/ticket/25516908. I submitted this ticket 7 days ago and no one has responded, which is deeply concerning.
In addition, when I use the chat functionality, I am simply being told to use 2FA, which I was already using when the breach occurred.
- Megan
Dropbox Community Moderator
Hey phla!
I checked into our system, and it looks like you have more than one cases and requests.
It looks like another ticket that you had with our specialized team has recent updates. Can you filter your email's inbox and also check your spam/junk folder to let me know if you can see them?
The best course of action is to continue via email with any follow-up questions that you might have. Feel free to reply back to the agent working on your case since they have more advanced tools, and account visibility in order to assist you with this.
If you have any other questions, let me know!
Hello, how are you? I had the same problem. My paid Dropbox account was hacked by a person named Samuel Shimb, who's asking for a $1,000 ransom to get my files back. Were you able to recover yours? My email is Max Molina. Send me your contact information.
Hii , i have been hacked as well by the exact same person on 21/09/2025, if you guys got any solutions please let me know
- Mark
Super User II
Hi Buro Steel Framing and Anuj3
Have you both done what has already been said and logged a ticket at http://www.dropbox.com/support ?
Hello, my ticket number is 25494658. I still haven't received a response regarding the recovery of my files. Someone is extorting me a $1,000 ransom to get them back. I need a solution from the Dropbox team!
- Mark
The only people who can help are the support team on the ticket.
Note that if they are permanently deleted (i.e. you have no recovery showing at http://www.dropbox.com/home when you show deleted items) they cannot help I'm afraid.
