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Dropbox refusing to assist a paying customer, will not respond on Twitter

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Dropbox refusing to assist a paying customer, will not respond on Twitter

New member | Level 2

Paying consumer with a phone number change. 2FA still on, unable to access account for MONTHS Now. Dropbox email support management says nothing they can do. Dropbox Business sales says there should be a solution. Dropbox Twitter Support will not respond. Offered to provide notarized proof of identity, or to go to Dropbox location in nearest state.

 

Kindly help. 

3 Replies 3
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Re: Dropbox refusing to assist a paying customer, will not respond on Twitter

Dropboxer

Hi there @SS202, thanks for checking in with us on the Dropbox Community and I'm sorry to hear about your frustration. 

 

As a first step, could you let me know at which point you have trouble accessing your account? Are you getting any error messages? Are you not receiving the two-step verification code?

 

Also, since you mention that you've contacted our Support team, do you by any chance have a ticket ID (eg. #1234567)?

 

Keep me posted - thanks!


Lusil
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: Dropbox refusing to assist a paying customer, will not respond on Twitter

New member | Level 2

God, I am so shocked someone replied... thank you!

 

I have TWO ticket numbers: from Oct 2019, #9884661 and from January 2020, #10122245. The second ticket was when management got involved and basically said there was nothing anyone could do.

 

It is very, very simple. I am not able to access the account because the two factor auth is going to a cell phone on which I had the number changed. I have no access to backup codes, or a second number, or any other 2FA alternative. I work in IT, so I am super security-aware... but even an offer to come to a Dropbox physical office two states away, or to send notarized, certified mail, was not responded to. I am very distressed, because my mother is in ill health and there are records in the Dropbox that I need. The manager on the second call suggested I just open a new account, and lose the data... I cannot do that.

 

I appreciate that Dropbox takes security so seriously, but there must be a workaround policy for customers like myself... who keep paying in good faith, only to be treated so poorly. 

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Re: Dropbox refusing to assist a paying customer, will not respond on Twitter

Dropboxer

Thanks for getting back to me, @SS202, and I'm sorry for the late reply. 

 

I understand how important this is for you, however, due to account-specific information that'd be necessary to have a better look into this for you, I'd recommend continuing this via email.

 

For this reason, could you please reply back to the ticket that you last received, so that my colleagues can further investigate this matter for you?

 

I understand this may not be the ideal reply you were looking for, but if you have any other questions or there's anything I can do to assist, just give me a nudge here. Thank you!


Lusil
Community Moderator @ Dropbox
https://dropbox.com/support


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