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I got an error "Sign in failed" when I tried logging in to my mobile

"Sign-in failed. Unknown error, please contact Dropbox customer support"

HI there I cannot sign into Dropbox on my android S6, I keep getting above error.
I have no issue when I try to sign into Dropbox from the Google chrome on my laptop its just on my phone.

I have reset my password and also removed the dropbox app and reinstalled it. Any suggestions?

Regards

Paul

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Lusil

Hi there @3putts, thanks for checking in with us - let's see what we can find.

As a first step, could you check if you're on a Basic account by going to your Plan tab, as well as how many devices you have linked in your Security tab?

Let me know how it goes!

3putts

Hi there - yes dropbox basic and I had 2 laptops and 2 of the same phone connected and one of the same phone still not yet completed downloading the app. I have deleted all the phones.

ErinSimon827

Try going directly to Dropbox.com on a browser(pref Chrome). You may be able to it from there.

yildizaykut

I try to login Dropbox app on my Samsung Note 3 with Android 5.0. However, I receive the error message "Sign-in failed Unknown error, please contact dropbox customer support" and I fail to login dropbox. Can anybody help me please?

Thanks &regards

Aykut

Lusil

Hi there @yildizaykut, thanks for checking in with us - let's see what we can find.

As a first step, could you confirm for me if you're on a Basic account by going to your Plan tab and check if you have more than three devices already linked on your Security tab?

Let me know what you find!

Lusil

Thanks for checking that out for me, @3putts.

Since you're on a Basic account, you have a three device limit. This means that if you'd like to link a new one, you must unlink enough devices down to atleast two before trying to sign in to another one. You can find more info about this here.

As @ErinSimon827 also mentions though, if you want to navigate through your Dropbox account on your mobile device, you can use the website from your mobile's browser.

Let me know if you have any other questions!

yildizaykut

Dear sir/madam,

Yes, I am on a Basic account and I have more than three devices already linked. What can I do next?

Thank you very much for your consideration,

Aykut Yıldız

Lusil

Thanks for confirming that for me, @yildizaykut!

Currently, Basic accounts can link up to three devices. If you want to sign in to a new computer, mobile, or tablet, you'll have to unlink down to atleast two devices.

You can find more info about this here.

I hope this helps, but let me know if you have any other questions!

Sue6

I have the exact same problem.

Lusil

Hey @Sue6, thanks for nudging us on this thread, and sorry to hear that you're also having trouble with this error message.

Just to make sure that we cover as much initial troubleshooting ground as possible, could you:

Send me a screenshot (without any personal info) of the error message?
Check if you're on a Basic account by going to your Plan tab?

Let me know what you find!

confoodnet

Thanks for your answer but it is not working for me. I have unlinked down to 2 accounts which includes the Samsung Note3 android phone that I am trying to login with, but I still am told to contact Dropbox admin.

If I delete my phone then of course I will not have access.

Any solution please?

Lusil

Hi there @confoodnet, thanks for nudging us on this thread.

To make sure I have a better visual of what you're seeing, could you send me a screenshot (without any personal info) of what you're seeing?

Looking forward to hearing back from you!

SnowdenK

Galaxy S4, sign-in doesn't work with correct password (even after reseting it), emailed sign-in link, or connecting my google account (which was something I didn't want to do). Says uknown error, contact dropbox support. If I do the incorrect password it tells me so. Can't find any info. I can sign in on other devices, but I need to be able to sign in on my phone.

SnowdenK

Uninstalled updates and reinstalled, have restarted phone, still nothing.

skusher23_22

Samsung Galaxy S5 same error. I can sign in using the browser but I can't login in the app after actualizing the app

Lusil

Hi there @SnowdenK and @skusher23_22, thanks for reaching out to us and sorry to hear that you're both having trouble signing in to your Dropbox accounts via your mobile devices.

As a first step, could you confirm for me if you're on a Basic account? You can check this by going to your Plan tab on the website.

Let me know what you find and I'll make sure to get back to you as soon as possible. Cheers!

skusher23_22

@Lusil yes it's a basic plan account

LMDLMD

After updating to the newest version of Dropbox Android app, I can no longer sign in to Dropbox on my Samsung tablet. I get the following error:

Sign-in failed, unknown error, please contact customer support.

I have unlinked all devices except one. Any help is appreciated!

Thank you, LMD

Lusil

Thanks for confirming that, @skusher23_22.

Since Basic accounts have a three device limit, could it be that you currently have more than three devices linked? You can check this by going to your Security tab on the website.

Let me know how it goes - thanks!

Daphne

Hey there @LMDLMD, I hope you're having a good day so far!

So I can have a better idea of the issue that you're having, please let me know the following:

Which version of the app do you have installed? eg. 184.2.8
What OS version is your device running?
Do you get the same error when signing into your account via the website?

Let me know and we'll take it from there!

skusher23_22

Mm well I have one device [my phone] and the connection through pc

SnowdenK

Basic account, phone was included in the 3 connected devices when I first attempted. Unlinked the phone and tried again, still didnt work. App version 184.2.8 and I am able to sign in with firefox on the phone but still not the app. I get an email with every attempt at signing in with the app asking if it is me. No difference if I say yes and try again.

arifahmed199

Android app dropbox sing failed

Daphne

Thanks for all your updates so far!

Just to note, @arifahmed199 I've moved your post here as it seems that you're having the same issue as the OP. Can you just confirm for me if the exact error you're getting is "Sign-in failed: Unknown error, please contact customer support"?

If so, please let me know the following:

Which version of the mobile app do you have installed?
What is your device's OS version?
Can you sign into your account online with the same credentials?
If you're on a Basic plan, do you have less than 3 devices connected via your account security page?

Thanks for the info you've provided on this @SnowdenK and @skusher23_22 so far. So we can look into this further with you both, please submit a ticket with our Support team from here via an incognito window.

You'll receive a ticket number (eg. #1234567) which you can let us know here so we can pass along the info you've kindly provided us here.

Keep us posted!

ter27

I have a Plus plan and have been having this problen since March 7th. I have a Meizu m6 note phone. Unistalled and installed the app over 10 times and nothing happened. have been in contact with the costumer service for over 1.5 months now and on March 11th they claimed in an email to me "We have determined that this is a bug and we are working to fix it. When we have a fix in place, we will contact you to let you know and release an update via the App Store, so make sure to stay up to date with the latest Dropbox releases."

on april 6th they said they are still working on it.

meanwhile i cannot work on my phone since EVERYTHING is on the service that i am paying alot of money for.

there were 2 updates of the app on my phone and the problem is still the same. this is frustrating to no end.

skusher23_22

Thanks for the help! But just one more question: once I click on the link in an incognito window I go redirected to main page of support [say, where some articles are shown and the option of asking the community is displayed].

Where should I go to get ticket number?

gibbousmoon

I'm getting a "sign-in failed" on Android, with "Unknown error, please contact Dropbox customer support."

Interestingly, every time I do it, I get an e-mail sent to me saying that Dropbox has been accessed by a new Android device, is this you? As if I had signed in successfully.

rjarjour

I am trying to sin-in using my android mobile (HTC) but I always get this message (Sing-in failed Unknown error). When I sing-in using Chrome browser on the same mobile, everything goes smoothely.

Could you help me please

Daphne

Hi everyone, I just have an update for you!

Our team is aware of the issue and are currently looking into this. As soon as I have any news or updates from them, I'll let you all know here.

In the meantime, if you have any questions or other info that you'd like to share with us here then please just give me a nudge. Thank you all for your assistance and info that you provided on this!

antoninog

Ciao,

I am have a basic Dropbox account.

This morning I changed the pricipal Gooogle account in my android mobile (HTC U ULTRA), the dropobox app requested to login, but after it raises an error, see https://www.dropbox.com/s/vjj62apjqecwzhw/ErrrorMessage.jpeg?dl=0

Then as you suggested in other post I removed 2 devices configured in my dropbox account, now I have only 1

see: https://www.dropbox.com/s/lpv3yabtnhqeih1/Deices.png?dl=0

But I still have problem in login from dropbox app. for you reference this is the version of dropbox for android app, see https://www.dropbox.com/s/gxa6cq7waa4hk54/DropBoxMobileVersion.jpeg?dl=0

Thanks for you support and let me know if you need further info.

Antoninog