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Someone entered my Dropbox account and is sending scam emails to my contacts.

Hi, my account which was apparently set up with one of my vendors (CLIO) in my corporate email address has been hacked and it is sending scam emails to all my contacts. The emails are sent by a noreply@dropbox email address and say that there is a document shared by me (with my full name) which contains a link to open the file. I have tried resetting my password by it is not working as I am sure the hackers have rerouted the credentials. When I tried to contact support I get a generic response that someone will get back to me in 24-48 hours?! The damage that can done in that time frame is awful. Cannot believe there is no elevated access for issues such as this.

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Megan

Hey @saydecee, I’m sorry to hear about the situation.

Did the hacker manage to change your Dropbox account's email address? Do you have access to your account at the moment?

I'd also suggest that you take a look at this relevant Help center article, and use the link in there to report the link. Also feel free to share your ticket number reference with me, in order for me to locate it on our system.

Keep me posted, and we'll take it from there!

saydecee

No but I am locked out of the account and going to password reset won't work. This dropbox account I am right now is my personal account under my personal email. The hacked account is under my business email. I already reported it but again 24-48 hours on a hack is just not acceptable. Was really liking dropbox until this.

Megan

Hey @saydecee, I definitely see where you're coming from, and how vital that is for you.

There's no need for you to share your personal or business email on the public forum, but when you open a ticket you should normally receive an email with a ticket number reference. Do you have it in order to share it with me? That'll help me see the progress of your request.

saydecee

Yes the ticket number is 24637499

Megan

Thanks for the heads up @saydecee.

I can see that our specialized agents are already working towards a solution with you.

Hang tight, and thanks for your patience!

saydecee

Over 24 hours since our office was hacked and Dropbox support has STILL not responded about the locked account. What warrants an emergency and live person? Missed payment on your account?

Megan

Hey @saydecee, I just checked your ticket number and it seems that the agent responded earlier.

Can you check your emails again, and let me know if you can see their response?

saydecee

Yes I did receive an email to reset the password BUT again, the 2 Factor authorization that I DIDN'T SET UP, the hacker did, is not allowing me in. My law firm is being damaged by a valid Dropbox account with MY name and MY law firm email address sending out requests to consumers for phishing scam. Your company is on notice of this yet no one is providing a way to stop this or allow me to provide my credentials to stop this.

Hannah

Hey @saydecee, thanks for your feedback and I wanted to let you know that we totally understand your frustration over this.

Since you provided your ticket number, we have raised the priority of your case, but as we have no access to account specific info here on the community, the only way to resolve this is to continue with the agent that you're already in contact with.

I can see they're still working on it, so you'll get a reply from them the soonest possible.