I can't unlock my account as I do not have access to the phone or recovery keys and require urgent assistance to resolving this issue
Hi @marinm, thanks for contacting us.
Could you confirm that you've tried all the steps on this page, aside from phone access or backup recovery keys, in order to regain access to your Dropbox account?
Whatever details you can provide, even if they seem small, will help us get to the bottom of this together.
yes, there is no recovery email, we don't have an account signed itno the desktop app, no one has it installed on their phone, web browser on all devices it was signed into asks for mfa, if you try another way it asks for recovery codes we do not have - everyone we have asked have had advised they didn't set it up. MFA is "authenticator" no phone or what authenticator app that it was setup on is discoverable
Thanks for the info.
Just to clarify, is this a shared Dropbox account, or is this a personal Dropbox account?
I believe it is a personal account being used for business purposes. The email assigned is a shared email, and no one knows who initally created it, and on the 31st MFA was setup, no one can find who, and there trying to get mfa removed to sign in and access company resources
sorry Jay, was any progress made with being able to remove or reset mfa account name is [email removed as per Community Guidelines] please advise of what steps are needed reference ticket #26650883
Hi there, @marinm!
Thank you for providing the reference ticket. I've nudged our support team, and someone will reach out to you as soon as possible. It's best to continue troubleshooting via email, as they will need account-specific details to investigate further.
Hang tight, and thank you for your patience. Please let me know if you need anything else!
