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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 🙂
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... I´m 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.
