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I need my support ticket escalated, since I can't access my account due to an incorrect password.

On 6/7 I contacted customer support regarding an account that I haven’t access since 2015. I recently realized that there are photos of a deceased family member on there that I don’t have anywhere else.

After entering my credentials login, second factor code was sent to an email address. I no longer have access to. I reached out to support via email and they were able to verify my identity and temporarily remove the second factor authentication.

I was extremely happy to have successfully been able to do this. However, when I went to log into my account, the account is now saying I’m entering the wrong password.

I know for 100%, that I am using the correct password. I had the password saved and I only accessed the account for a short time and never change the password.

I reached back out to customer service regarding this issue. I feel that it is most likely that my password was reset in 2016 after a data breach. But customer service is telling me that is not the case.

Since I am sure, but I am using the right password, the only other logical explanation is that when the customer service representative reset the second factor authentication they messed up something with my password.

At this point customer service to give me the runaround that they can’t help me if I don’t have access to the email. From hearing others experiences, I have seen that people have been able to regain access to their account without access to their email after speaking to an “ account security manager”.

I have been requesting for a few days now to speak to an account security manager, but the agent said they wouldn’t be able to help me and there’s nothing that they can do.

I reached out to dropbox on Facebook messenger and they said that they would note my concerns and have someone reach back out to me. The next day, a different representative reached out to me and provided me with the same disappointing answers the previous representative had provided to me.

Even Instagram allows you the opportunity to upload a video and identification to regain access to your account. I fully appreciate that they take peoples memories seriously and don’t hold them hostage to the fullest extent.

This is very frustrating because other customers have reported being in the same situation. They have also reported being given the opportunity to reset their password without access to their email (and they were also not logged in anywhere else) after speaking to an account security manager, and verifying their identification with them.

As a customer it is very frustrating to see that other users have been given this opportunity and I am not

I wonder why I am not being treated the same as other customers?

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Neal

Hi @Boatman,

I'm one of the community moderators at Dropbox. I've been in this situation before so I know how frustrating it can be.

By the sounds of it, it seems like the password you're using is genuinely incorrect. Keep in mind, if one of our customer service agents removed the second factor authentication, it's extremely unlikely that this had any effect on your current password. While they are related in concept, they are two completely different functionalities.

I would highly recommend that you try other passwords on the off chance that might be the issue.

Also in regards to the other user you referenced who's issue was resolved, keep in mind that no two cases are completely the same and we can't speak to other specific cases. There might have been things in the background that are different to this case.

I hope this clears things up and apologies I could not give you better news.

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Megan

Hey @Boatman, thanks for posting here!

I totally get how you're feeling, and how this situation must be for you, and I'm really sorry for the trouble you've been dealing with. It's definitely not the experience we want anyone to have.

That being said, I've personally reviewed your case via email, and I've already shared my comments and flagged your concerns directly with the agent handling it.

Your case has already been escalated to our specialized team, who is best equipped to help from there.

I do want to be fully transparent with you, and while they'll do everything they can, there may be cases where a solution isn't possible. I know this might not be easy to hear, but I believe it's necessary to be honest with you.

What you can do from your side is to keep an eye on your inbox, since the team will reach out to you there with any updates or next steps. I truly wish I had more control here, but I'll continue to be one post away if you need anything else clarified.

If you need something else, please let me know and I will be more than happy to help every step of the way.

Boatman

Thank you for your reply! I’m just frustrated that I don’t seem to be receiving the same level of customer service and results that others have.

I’m definitely watching closely for emails and responding as soon as I see them. The last one came through after 1am my time and I was asleep. But I responded to it first thing this morning at about 5am.

I keep hearing that I’m speaking to the best person possible, but I’ve been told I need to speak to an “account security manager”. Nobody has indicated whether or not that’s who I’m in touch with.

Hannah

Hey @Boatman, I hope it's okay for me to jump in here as well.

I went through your case and I completely understand why you're frustrated.

From what I can also see from your ticket, you're already in contact with a member of our team that does specialize in these kinds of issues.

So, just make sure to keep replying to them, and they will assist you further.

If there's anything else you need, let us know.

Boatman

Still waiting to hear back. I did not receive any emails yesterday.

Mark

Unfortunately you wont hear anything until Monday now as they dont work weekends.

Boatman

That sucks, thanks for the info.

Boatman

Everyone who has spoke to me has insisted they can’t help me. I am willing to provide any form of identification needed (photo id, billing statements, video selfie) to prove I am the account owner. Other sites (like instagram) use these types of verification to help users regain access to their accts. I know others who have been able to regain access through verification who were also being told they had the wrong password.

Representatives stopped replying to my emails and I feel like I’m just being ignored at this point. The last time someone responded to my email was 3 weeks ago. I guess they’re just hoping I will go away.

Nancy

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

In general, if you don’t have access to your associated email address and your Dropbox password doesn’t get accepted either, there’s not much our team can do indeed, due to security reasons.

However, when it comes to the “account security manager” that you mention, is this something you saw here on our forum? If yes, can you send me a link to the post you’ve seen, so that I can take a look?

Other than that, another workaround that we usually suggest, in cases like this, is to contact your ESP; your ESP may be able to recover your old email address for a little bit, so that you can reset your Dropbox password and log in to the Dropbox account in question/update your Dropbox email address to one you can access.

Finally, it may be worth checking any old devices of yours; if you had the desktop app installed on one of them, there may be remnants of your local Dropbox folder there, along with the files you’re looking for.

Boatman

Unfortunately, my email has been deactivated by my ESP due to inactivity. It’s a yahoo address and they will not help.

One individual who was experiencing the same problems I am - had their thread here deleted… not sure why? But they did write a blog on what happened. It took them 6 months to regain access, but eventually someone verified their identity and helped them reset the password without email access

so, I see it’s possible - it’s just not being offered to me

Mark

Boatman wrote:
it’s just not being offered to me

Which means there is a reason for that I'm afraid.

However, what I would say is this bit....

Boatman wrote:
regarding an account that I haven’t access since 2015

If you've not accessed it in that long there is no data in it I'm afraid. Accounts are wiped after 12 months due to inactivity. So, even if you did get access there would be no data within it. I wonder if thats why they cannot open it because it no longer has data etc. within it.

(Note I dont work for Dropbox so I'm guessing here).

Neal

Hi @Boatman,

I'm one of the community moderators at Dropbox. I've been in this situation before so I know how frustrating it can be.

I would highly recommend that you try other passwords on the off chance that might be the issue.

I hope this clears things up and apologies I could not give you better news.