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Useless help from Dropbox! Locked out of account and getting no reply to my emails!

Useless help from Dropbox! Locked out of account and getting no reply to my emails!

Chelsea101
Explorer | Level 4

REALLY DISSAPOINTED IN THE SUPPORT I HAVE RECIEVED FROM DROPBOX!

Has anyone had any luck contacting Dropbox when you have been locked out of your account?  We pay good money for a business account (which says we get a response from someone after 1 day - no luck). Used the back up code to log in to our account 3 weeks ago and now it says it isn't valid.  This is our admin account so I am unable to remove exisiting staff or add a new staff member which means we are unable to get her started with work and our data is no longer safe!!! HELP PLEASE!!!

16 Replies 16

Re: USELESS HELP FROM DROPBOX. LOCKED OUT OF ACCOUNT AND GETTING NO REPLY TO MY EMAILS!!!!!

Ffuuaaarrrr
Explorer | Level 4

I AM EXACTLY THE SAME. WE PAY BIG BUCKS FOR OUR BUSINESS ACCOUNT AND HAVE ABOUT 18 USERS. THE BLOODY CODE WORKED AND NOW IT DOESNT - THE MOST INFURIATING THING IS THE TOTAL LACK OR RESPONSE FROM DROPBOX - TOTALLY RIDICULOUS. 

Re: USELESS HELP FROM DROPBOX. LOCKED OUT OF ACCOUNT AND GETTING NO REPLY TO MY EMAILS!!!!!

Lusil
Dropboxer

Hey @Chelsea101 and @Ffuuaaarrrr, thanks for reaching out to us and sorry to hear about this. 

 

I understand how important this is for you, but due to account-specific information that's necessary to look into this, you'll have to submit a ticket to our team. 

 

You can do this by going to this link, using an incognito window, without signing in. 

 

Thanks again!


Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: USELESS HELP FROM DROPBOX. LOCKED OUT OF ACCOUNT AND GETTING NO REPLY TO MY EMAILS!!!!!

Ffuuaaarrrr
Explorer | Level 4

Lusil - this is the exact problem. We have submitted tickets (over 6 days ago) and nobody has gotten back to us!! We cannot call anyone and when we try to reach support we get told "oh this is in another area, I cannot help" - we have been waiting for over 6 days which is frankly, unacceptable for a business use plan 

Re: Useless help from Dropbox! Locked out of account and getting no reply to my emails!

Lusil
Dropboxer

Could you let me know the ID (eg. #1234567) of the ticket that you have with our team? 


Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: Useless help from Dropbox! Locked out of account and getting no reply to my emails!

Ffuuaaarrrr
Explorer | Level 4

Ticket #11539635

Re: Useless help from Dropbox! Locked out of account and getting no reply to my emails!

Ffuuaaarrrr
Explorer | Level 4

The last response we got was:

 

As noted, for security purposes, if you can't enter the six-digit code from your phone, and you don’t have access to an emergency backup code, we have no way to help you regain access to your Dropbox account. We can't turn off two-step verification for you because email alone is no longer sufficient to prove your identity.

 

 

Which does not help. 

 

The phone on which the authenticator was used has been changed for a new phone (so we do not have access to the authenticator). We had a backup code, which was used to log in (and add a user) however we did not realise this backup code was a single use only code. So now we have NO backup code.

 

The admin account we are trying to access is the one that has full admin of our business and our 18 odd users. It is where we make payments to dropbox using my credit card. And the advice so far is "too bad, nothing we can do"

 

Re: Useless help from Dropbox! Locked out of account and getting no reply to my emails!

Lusil
Dropboxer

I understand how important this is for you. Since this is a public platform though, I'm afraid there's not much I can do much more from my end. 

 

I've made sure to pass your comments along to the ticket you mention and the team is reviewing this matter. 


Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: Useless help from Dropbox! Locked out of account and getting no reply to my emails!

Ffuuaaarrrr
Explorer | Level 4

Yep - we are over 6 days with no response from the specialist team, things are going great

Re: Useless help from Dropbox! Locked out of account and getting no reply to my emails!

Chelsea101
Explorer | Level 4

Going on 6 days without a response. Even just an email to acknowledge receipt of my emails would be good.  Can you please look in to #11539635. Everytime I call, I am told the area needed doesn't take calls and they won't respond to my emails either so I am at a loss at how to contact them! 

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