Someone accessed my Dropbox account and I can't get help

Hi phla​, 

Thank you for reaching out to us and for your patience while we’ve investigated this situation.

We know how stressful it can be to face issues with your Dropbox account, and we want to help you get back on track as quickly as possible. We’re also looking into your support requests and you’ll be hearing directly from a support agent shortly to troubleshoot further.

From our investigation, it looks like there are few possible reasons that could explain what happened here. Below, we’ve outlined the most likely scenarios along with clear steps you can follow right away to secure your account.

How this might have happened

Someone would need both your email address and password to access your Dropbox account or change your login details. This can happen in a few ways:

• Phishing: Attackers sometimes create very convincing emails or websites that look legitimate, making it difficult to spot they’re fake. If this happened, they may have obtained your login details that way.
• Email account access: If someone gained access to your email, they could reset your Dropbox password.
• Reused passwords: If you used the same password on another service that was breached, attackers may try it on Dropbox. (I note that this is not your case, phla​, as you didn’t use your Dropbox password anywhere else).
• Shared passwords: If you gave your login details to someone else, they may have used them to sign in.
• Password guessing: Someone could have correctly guessed your password.

Steps to secure your Dropbox account

Here are some important actions to take:

1. Change your Dropbox password:
   • Use this link to reset it.
   • Choose a strong, unique password that you don’t use anywhere else.
2.  Update your email password:
   • Make sure the email linked to your Dropbox account also has a strong, unique password.
3.  Turn on two-factor authentication (2FA)
   • This adds an extra layer of protection by requiring a six-digit code in addition to your password when signing in. Learn more here: Enable 2FA.
   • I see you have 2FA enabled, phla​, but worth double checking it’s all working correctly.
4. Check your account activity:
   • Review devices and web sessions: Manage devices.
   • Review connected apps: Manage apps.
   • Review shared folders: Manage shared folders.
   • Review shared links: Manage shared links.
5.  Secure the Dropbox mobile app:
   • Add a passcode so it’s required every time you open the app. Learn how: Set up a passcode.
6. Secure your computer:
   • Always require a password to log in, and set your device to require it again when waking from sleep or unlocking the screen.

We recommend that you go through these steps to ensure your account is secured.

If you notice anything else unusual after going through these steps or have additional details that could shed light on what happened, we'd appreciate you sharing them with us. We’re here to work with you to get this resolved and to keep your account safe.

Emma

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. 

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!

Thanks for the reply here Anuj3.

I can see that you have an update on your ticket; please make sure to keep an eye on that email thread, as it's the only place you can get updates on your case and hopefully, you and the team will get to the bottom of this.

Mark​ I have already raised a ticket, is there anything else that i should be doing?

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 ?

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 

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.

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! 

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.