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Is there an ultimate recourse for 2FA deactivation ? (entirely locked out of my account)
Hi there, The situation is simple: I used to have dropbox and stopped using it years ago. Now i'd like to come back. I have lost access to my account and have no recovery option available at all....
Bumping the thread for future readers in search of a definitive/authoritative answer on that question.
Dropbox support finally gave me an unambiguous answer, and it's a no.
They do not have a process for unlocking accounts if you lose all your means of access as described in my original post. So, if you do, you're done.
Excerpt from the exchange I had with them (translated from the original language):
"""
For security reasons, we can't disable 2FA for you because your email address isn't proof enough of your identity. If you can't use your 2FA code and don't know you recovery codes, we can't help you in accessing your dropbox account
"""
Note that there is still some wiggle room where they say "your email address isn't proof enough", when I told them I could provide much, much more proof of identity and ownership of the account, BUT it seems to me that their internal processes stop there when it comes to account recovery for reasons other than death of a user (see prior messages in this thread for details on that).
I have a similar situation. My dropbox account got hacked this morning. The hacker changed my password and also SET UP 2 factor authentication to go to THEIR authenticator app/phone. I did not previously have 2 factor set up. So now, anytime I try to reset my password, I get the first email with a 6 digit code from dropbox, but then can't get past the second layer saying to check my authenticator app for a code, since I wasn't the one who set that up....any experience with this?
In additon, the hacker has spammed hundreds of contacts with a dropbox link sending as me from dropbox AND changed my billing settings by setting up a "Pay App" dropbox account.
Super frustrating that support doesn't reply as a human. it simply sends bot links suggesting to login for more resources....wish i could! Please help, as this is my work account with thousands (10 years) or corporate photos.
Hannah
Dropbox Community Moderator
Dropbox Community ModeratorReally sorry to hear about this, JennSymons.
I think that at this point, there's not much to be done here on the Community.
What you'll need to do is contact our support team, which is possible if you follow these steps:
- Open a private browsing/incognito window on your browser and go to this page.
- Choose your issue type and fill out the rest of the form.
- Click "submit".
Let us know once you have your ticket number.
