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Our Dropbox for Business admin account has been taken over and we cannot get a hold of support

Does anyone know how to get assistance on a hacked account? Our CEOs business admin account has been compromised, and she has been kicked out. No one at Dropbox is answering our requests and there is no direct number to talk to a real human. We are panicking since we work with very important data and have deadlines. We need help! She cannot access her account at all, and it is the admin account, therefor she cannot put in a request. We are a paying customer as well. SO frustrating!!

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Mark

All you can do is log a ticket with support and wait I'm afraid (remembering it is a bank holiday weekend as well). DO NOT KEEP LOGGING TICKETS! If you do you just move yourself to the back of the queue everytime.

You can log them at http://www.dropbox.com/support while not logged in - even to here. So use something like an incognito window.

leadteam

Why are we not able to speak to anyone, this is insane! This is an emergency situation. We work with government data. I have submitted 6 tickets now and no one is able to get back to me? Even though we pay a lot for this? Can you please help me in any way? This is serious stuff.

Mark

leadteam wrote:
I have submitted 6 tickets now and no one is able to get back to me

And everytime you've moved yourself to the back to the queue.

Try and close the newest ones at http://www.dropbox.com/support.

leadteam wrote:
Can you please help me in any way?

No. I dont work for Dropbox sorry.

leadteam wrote:
This is an emergency situation. We work with government data

You need to activate your Business Continuity plans and if needed restore from backups until Dropbox get back to you.

leadteam

Oh well sorry I am taking it out on you. I thought you were connected! Do you really like DropBox if this is their customer service? I just cant believe it.

Jay

Hi @leadteam, we understand your frustration over this matter.

Could you let me know the ticket IDs you submitted in order to locate them in our system?

This will help me to assist further.

Mark

To me an acceptable response is 24 to 48 hours (working). Unless you are paying for expediated support then you cannot expect things to be done instantaniously - especially over a Bank Holiday weekend.

For the products and services I cannot be without I have paid redundancy and backup systems in place based upon business continuity plans and risk assessments.

leadteam

We have done a couple but the last one was: #24996989/#24996979/#24996967 Thanks

leadteam

Well then you have never worked with serious data before and hackers. We expect high security as a paying customer...quite frankly we have to work on the weekends too. So, we would rather have customer service than nothing, this impacts people's lives. The least we ask for is a response.

leadteam

Last two are: #24996896 and #24996386

Megan

Hey @leadteam, sorry to hear about that!

I truly understand how frustrating the situation must be for you and your team.

Please know that your concerns are important to us. I checked, and saw that one of your tickets have been escalated to our specialized team, and they will be in touch with you as soon as possible.

Thank you for your patience, and understanding!

leadteam

Megan thank you! I got the email from Devin. I appreciate the help sincerely!