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email & password hacked - help

email & password hacked - help

kenthurstbrett
New member | Level 2

Hi,

24 Replies 24

Re: email & password hacked - help

Walter
Dropboxer

Hi @kenthurstbrett - happy Monday!

From what I gather, you believe that your email address and password were compromised somehow - am I on the right track here?

In order to investigate, I'll need more information about why you believe your Dropbox account has been compromised. It would be great if you could tell me the following:

  • Have you received an email from us stating that there were changes to your account? If so, what were those changes?

  • Have you detected any suspicious activity on your account? If so, please describe this activity.

Thanks in advance for your reply and welcome to our Community!


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Re: email & password hacked - help

kenthurstbrett
New member | Level 2

Hello Walter, are you still there?

Re: email & password hacked - help

kenthurstbrett
New member | Level 2

yes, received email & replied but Dropbox did nothing. My password has also been changed so I cannot do anything without dropbox doing it.

Since then they have encryped all my files.

Re: email & password hacked - help

Walter
Dropboxer

Thanks for the additional information @kenthurstbrett - most appreciated!

I'm sorry to hear you were hit by a ransomware and I'll do my best to help with your account's access issue and the encryption of your files. 

At this point though, for security reasons, I'd advise contacting our Support team via email through the following page: https://www.dropbox.com/support 

Please make sure to write in via an email address you can access (you might need to do this via an incognito window where you're not logged in). 

Let me know the ticket's ID here so I can follow up internally. 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Re: email & password hacked - help

kenthurstbrett
New member | Level 2

Ticket #9887199: Dropbot Support Chat

I emailed them yesterday. Still nothing. I cannot beleive how slow the support is.

Re: email & password hacked - help

Walter
Dropboxer

Thanks for the update @kenthurstbrett

I can see that a member of my team has gotten back to you via this ticket. Can you see their reply?


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Re: email & password hacked - help

Kenthustbrett
Explorer | Level 3
I seem to have two ticket numbers but nothing is being done.
Dallas #9886658 who has all details but have heard nothing for over12 hours.
Also Lex # 9887199
Have had identical replies from both word for word. Am I dealing with robots that care what a problem I have due t dropbox allowing access to my account. I am being asked to pay ransom to get access.
What now.

Re: email & password hacked - help

Walter
Dropboxer

As this pertains to account specific information, I'd suggest that you continue working on this with our support team through your existing ticket @Kenthustbrett.

Note that I have passed your comments there so we can have all the relevant information under one place.

Let me know if there's anything else I can help with from my end please. 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Re: email & password hacked - help

Kenthustbrett
Explorer | Level 3
How can I get this to happen quicker?
Who's talking

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    Walter Dropboxer
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    kenthurstrooste Explorer | Level 3
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