How can I restore an account after a ransomware attack?

[Cidovia]

Hello there,

I would like to know how to restore the whole account to a previous version in order to delete all the files infected by a virus. I saw how to recover files but not the whole account. The infected Dropbox is on my husband's PC but it was already synchronized and it will infect mine if I want to access to my Dropbox. Is it possible to restore the whole Dropbox just the way it was a day before?

Thank you all in advance for your help!!

[Hannah]

Hey @Cidovia, sorry to hear that this happened.

The first thing your husband needs to do, to not affect your computer is to unlink their computer from Dropbox.

To do that, they'll need to go to their security page and click on the trash can next to the computer in question.

About the restoration of the account, are you and your husband accessing Dropbox from the same account or is your husband's a different one?

If it's a different account, make sure to ask them to contact us from there.

They can simply reply to this thread from the affected account, and we'll go from there.

Thanks.

[Cidovia]

Thank you so much! In that case I'm supposed to be able to do that because it is my account, he used the same. I'm going to try to unlink his computer from here and I will let you know.

[Cidovia]

Now I have another question. Although I had unlink his device, I understand that the affected files are already up on the cloud. If I synchronize Dropbox from my device I will got that files, won't I?

The account was OK on Monday 27. Now I'm seeing that every single file was modified on Tuesday 28 at 16:09. That means the whole account is corrupted, I'm afraid.

Should I delete everything now?

[Hannah]

Hey @Cidovia, no need to delete anything!

We can assist you with rolling back the account to a point in time you prefer. 

Can we send you an email?

[Cidovia]

Oh, thank you Hannah, that would be great. Of course you can send me an email.

[Hannah]

No worries, @Cidovia! I just sent you an email, so we'll continue working on this there. 🙂

[Cidovia]

Dear Hannah, is the ticket still open? I am going to check your instructions just today, it was impossible for me last week. Thanks!!