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Forum Discussion

phla's avatar
phla
Explorer | Level 4
3 months ago

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, ...
null
account access
security
two factor authentication
Nancy's avatar
Nancy
Icon for Dropbox Community Moderator rankDropbox Community Moderator
3 months ago

Thanks for posting on our Community, phla, and I’m sorry to hear this happened. 

Since I’d also like to have a look into this, can you share with me any ticket numbers you may have from your support requests? 

Let me know when you’re ready.

phla's avatar
phla
Explorer | Level 4
3 months ago

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's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 months ago

    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! 

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