Need to see if your shared folder is taking up space on your dropbox đšâđ»? Find out how to check here.
Forum Discussion
Solved
Two factor problem = account lost. user since 2009.
Good afternoon Dropbox Users and Community,
Today I want to share with everyone my experience with Dropbox for, maybe, Dropbox one day think on it and find a smart solution.. because as I will sh...
Good morning Dropbox Users,
I had lost the full access to my Dropbox account.
I lost my cell phone number; the emergency codes; and all the devices that I had connected so I couldnt sign in.
After "fighting" with many persons that work in the costumer service of Dropbox and persons, that are suppose to help here in the community, I finally got a solution and I want to share with you it.
Remember this only works if you are the real owner of the account.
Things you must have:
1 - You must have a cell phone and/or another device where you had your account connected.
2 - Contact costumer service through chat and explain the problem. Open a ticket. (you must create another account to chat ).
3 - They will sent you a link to the email of your MAIN account. Follow the instructions.
4 - Contact again costumer support using the ticket number and ask to talk with a supervisor and provide these informations:
4.1 - Email of the account.
4.2 - Full name on the account.
4.3 - DTG (Date-Time Group) of the creation of the account.
4.4 - The cell phone number associatted to your account.
4.5 - Your actual city (where are you typing right now).
4.6 - The city where you did the last successfully login into Dropbox.
4.7 - The name of a file that you have recently uploaded to Dropbox.
4.8 - The name of a folder that you have created into Dropbox.
4.9 - The name of any person with whom you share a folder, AND the name of that shared folder?
4.10 - The name of any linked computer?
4.11 - Attach a picture of the mac address of the network card that you used the last time to connect to your Dropbox. (it can be a cell phone or computer).If you give those informations correctly they will check your situation, and if all its ok, they will sent you a link (that expire soon, so pay attention to the email address that you used to chat) that allows you to reset your password.
Hope it allows to solve situations like i had before.
For read my situation follow this link:
https://www.dropboxforum.com/t5/Manage-account/Two-factor-problem-account-lost-user-since-2009/td-p/...This really works for me. Hope it helps the next users that pass through the same problem.
I will follow this thread for help also who needs đ
Mark
Super User II
Super User III can guarantee that even if you get to CEO level they wont let you access the account without the security you've set up - they've been exceptionally strict on this in the past.
Supervisors wont (and cant) override what the security team have said.
Without the systems you set up (i.e. the phone or security codes) that account is now lost.
Supervisors wont (and cant) override what the security team have said.
Without the systems you set up (i.e. the phone or security codes) that account is now lost.
Jay@ wrote
Again, this doesn't state you can use the information to help in regaining access to the account. What if your phone was taken and then they have access to the app? After verification of a few folders, the person could then take over your account entirely.
What if.. what if.. well my what if is that I still have the devices that I connected to my account! What if I show them to you directly in a videocall?
Jay@ wrote
Once more, this cannot grant you access to the account, by simply knowing which devices you used to login to the app. Any person who has your devices could verify it very easily.
Once more... I don't simply know the devices, I still have them. Isn't it enough?
It's not about been strict, what is stupid here is that you (Dropbox) dont have another way to check the identity of the customers? Even Paypal and Banks have...
And the costumer service... IÂŽm able to show you the last devices that connected to my account its so hard to do a videocall with the costumers (do the procedures of identity check with id cards / driver license) and then check the devices?
Hi joaochora, I would still insist you to try with your carrier to obtain the same number. I think, cell carriers can change the number associated with a SIM card (unless it is already taken). I changed my SIM card several times (when I needed a new 4G SIM, when I ported to another cell carrier etc.). Each time I went to the stores, and they just randomly picked a SIM card. I saw in its label that it was already assigned a mobile number. They enter/scan UID (separate from the mobile number) of a SIM card in their system, and ask me to enter my current number. Then I receive a code in my exhisting mobile, which required to input in their system for SIM transfer. But I heard that it is not so simple if you cannot receive the OTP on your current number. But, I hope if you can prove that you had the same number before (your phone bills), the carrier may agree to issue the same number like they do in case of a stolen phone.
I agree with you that life would have been much easier if Dropbox had some alternative way to the verify your identity. But, in my opinion, they cannot implement the way a bank establishes identity for various limitations. Banks need your real identity: address proof, passport, social security nuber, and with that they have accees to other databases which are cross verified with photo, signature, biometric. I believe, the policy is similar with other web services (e.g., your Google account). They give you some emergency way out (backup codes, trusted devices etc.), unfortunately you fail to avail all the routes.
- MarkSadly none of those suffice Joachora.
The only way to get the account back is via the security mechanisms you put in place - the security codes or the phone number.- Jay
Dropbox Community Moderator
The last word I can give in this thread is as what Iâve mentioned previously, and Mark and Elixir, nothing else can be used to access your account, except your phone number and emergency backup code.
Video calls showing ID and driverâs license wonât help, since we never collected that information in the first place. If we required all users to submit ID when setting up two-step verification, weâd have a lot less users taking advantage of the feature, since they might not want us to have that info.
Banks and PayPal, by definition, need all information such as home address, phone number, ID, and so on for fraud reasons to even setup an account, so naturally there would be more ways to get yourself verified there.
Showing the devices in a video call wouldnât be an option either, since owning the device doesnât necessarily mean you own the account.
Iâm not trying to be difficult, but the whole point of the âstupidâ strict rules (as you called them), is to prevent unauthorized users to access any account, without the required items. This is our procedure, and there isnât any way we can be flexible on this matter.Jax,
If you think that this situation is fair and its solved what can I say?
I know that you dont have the id of the customers in first place BUT, you have my email right?
So the problem to unlock my account is that you cant confim my identity only though the email right? Because it can be compromised right?
So, maybe we can find another way to prove that the person of that email is me? And there is many ways to do it.
I have:
1 - My dropbox email is connected to my gmail account.
2 - My gmail account is connected to Facebook/Twitter/Linkedin (so you just need to look the picture of that accounts).
3 - Also to confirm that the guy that you see in the social networks is me, I can provide you a videocall with my id card.
Easy!
About the devices,
I'm not talking about one device, I m talking about at least two devices.
If I have 2 devices that were previously connected to my dropbox account doesn't mean that I had that account?
And also,
I can tell you the last browser and computer that I connected to my dropbox account.
How many people in this world can have/know:
1 - The cell phone number that I had connected to my account? (because it appears like this: "+**********55*"?
2 - Have access through my email to all of my social networks?
3 - Show you my id card or driver license or military id (because i have one..) through one of the social networks or all?
4 - Showing the last devices connected to my account through videocall?
5 - Also, show you previously SMS that I received in that my cell phone to allow other devices in my account (if you cant confirm that codes because they were random, see my next point (6);
6 - Show you 7 SMS received from dropbox. You just need to confirm that in that GDH (date-time group) others devices were allowed to enter in my account.
7 - Known the last device that was connected? And the location? And the browser that I used?
8 - Known with who I have folders shared?
9 - Known, for example, a name of a file that I have inside of the dropbox?
Well I can answer you.. only the person of the account.
You, as Dropbox costumer, just need to lose some time confirming all of this data or asking permissions to your supervisors etc...but you know... in many companies no one wants to work out of the box.. that's why, in the near future, they lose the trust of the costumers and when try regain that is too late.
Also, if you just do smart move to check my files in my dropbox, I got there pictures of me so: 2 + 2 = 4 right?
Dropbox Email + Social Networks Emails = My ID
Dropbox Images Folder = My ID
Its hard to do it?
Remember in 2010 when I created my account, dropbox launch this new system of sharing files.
Today, there have many alternatives. And you, as representant of Dropbox, should keep the old users and help them! Or, maybe one day, this will just close.
