I can't access my Dropbox Fax account due to MFA, even though I never set it up.

dwainew

Any help would be greatly appreciated!

This situation is so confusing I don't know where to even start!   I'll refer to hellofax with that name (including for dropbox fax) since it's easier than navigating the "rebranding" language.

I've had a (free/basic) dropbox account since onedrive was called mesh (my first referral was in 2010)...  I've never had a hellofax account, afaik (as per my password manager, which is a complete record)

 Recently I was looking for fax solutions and stumbled upon hellofax.com.  It took a while to realize the dropbox connection, and I can't vouch for every step I took, but the basic outline is....

1 - attempted a hellofax login directly? (it may have shown a dropbox fax branding, but I don't remember).  This failed in a way I don't remember... probably invalid username/pwd, then the standard "forgot password" technique to force a reset email to be sent.  I used a reset email from  noreply@mail.hellofax.com. but this simply led to a mfa challenge!

2 - I don't use dropbox that often but did have mfa enabled and had to recover it, then disable it...  once I realized my dropbox account mfa was old, I recovered it using phone number backup and then TURNED OFF dropbox mfa to simplify and trouble shoot.  My dropbox login and account are working flawlessly, except...

3 - Regardless of how I attempt to login to hellofax, I'm seeing a MFA challenge even though I have dropbox mfa disabled and didn't have a hellofax account previously and so, no MFA configuration...

4 - No MFA recovery options are available for the hellofax login other than recovery codes (which I don't have, since I didn't set it up in the first place).  This is another tell-tale clue, since I NEVER set up MFA with TOTP without also setting up email, SMS, or phone alternates.  If a service doesn't offer these, I don't enable MFA!

4- Dropbox support is saying they can't (or won't) help me recover my hellofax account unless I provide them my "payment information" from my dropbox account and some other options involving "dropbox sign" (some sso/enterprise solution?  I really don't care about that).

Does anyone have any suggestions about how to straighten this out?

who to contact?

what magic words / actions are needed?

Nancy

Thanks for posting on our Community, @dwainew.

I had a look into our system and I was able to locate your support ticket (I’ve also left the agent who’s handling your request an internal note to review your case as soon as possible). 

Since you have a ticket already, I’d generally recommend waiting for the reply of our agent instead, since they have account visibility that we don’t here on the forum. 

However, feel free to attach a screenshot here of what you see exactly when trying to access your Dropbox Fax account (before posting your screenshot, please make sure your personal info is hidden). I can also have a look in the meantime and check if there’s something else I can suggest based on it.

Keep me posted.