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Lost phone with Google authenticator and now I can't access my account

Balawayne

Hi,

I have a Dropbox account in which I have enabled 2 step verification by google authenticator. I lost my phone and I couldn't access my Google Authenticator for Dropbox. Because of that when I try signing in into the Dropbox, I don't have 6 Digit Google Authenticator pin as well as I don't have Emergency Backup codes.

I really need to access my account. Please someone help me to solve this. I couldn't even email or call dropbox customer service since I have a basic plan.

Thank you in Advance,
Bala.

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Security

Account Access

Two Factor Authentication

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Accepted answers

Mark

No, the account is totally lost without those codes or the backup ones.

It is not possible to get in without either.

All comments

Mark

I'm afraid that without either the phone and the codes OR your backup codes the account is lost. Are you logged in anywhere already? That will help you download everything to set up a new account.

Simply put you told Dropbox to only allow people in who had one of those two things - you now dont have them so it cannot let people in.

Also, I have found before that if you re-add the Google Authenticator app to a phone it restores all previously set up 2FA - have you tried that?

Balawayne

Mark, I didn't login anywhere with that account. That's the issue here. I tried installing google authenticator but it was not showing up the codes.
But I do have the same number now. I have the same number. Is there any way we can login using our mobile number or with OTP sent to registered mobile number? I can do that if it is possible.

I don't want to lose the data in my dropbox. Please help.

Mark

Unless your phone was set up as a backup on the account, no, I'm afraid not.

The Authenticator App does not link to phone numbers so unless you explicitly added your number to Dropbox it wont know it.

Balawayne

So what is the solution for this? What can I do?

Rich

@Balawayne wrote:
So what is the solution for this? What can I do?

Unfortunately, nothing. @Mark is correct. Without your emergency backup codes there's no way to access the account. Even Dropbox won't help you gain access. It would be a serious security issue if they did.

Balawayne

Rich, then I have lost all my data in it? 😢 I have connected my mobile number with it. Can I access through that? Is it possible? I need my data back.

Mark

No, the account is totally lost without those codes or the backup ones.

It is not possible to get in without either.

Jay

@HI Balawayne, as @Mark and @Rich have said, if you don't have the emergency backup codes, or the number used for the backup, then it isn't possible to login to your account to download your data.

This post I wrote should help explain why it isn't possible to regain access to your account without these details.

helpmedb

So I had the same issue but now i dont know how to get my 'package' back. I took up a 25GB free for 1year offer with my laptop, all hooked up to my email address and laptop/mobile app. How do I get my 25GB package back?

Also, can I ensure my old account in inaccessible, deleted, so 'nobody' can access it?

Mark

@helpmedb

I'm afraid you cannot. Promo space isnt transferable.

Your old account will auto delete after about 12/13 months of none usage.

helpmedb

so if I put it in my calendar to check on this in 15 months time, I hope it says the account does not exist and doesnt still show me my phone and laptop details which it does now. I dont understand how my phone and laptop names show up as the devices that last accessed the account but I am not able to access my account from either of those devices...

also dropbox support do not respond to emails, but tell you that they will respond which I think should be better communicated rather than leaving people hanging.

the fact I just lost 25GB of data is also not ideal : ) given i cant access the account at all... you would think that I would be given a method to set up a new account and get access to a similar offer? or its just puts me off surely using this platform altogether.

Shame.

Mark

If you can see the devices which last accessed the account doesnt that mean you are logged in?

Jay

Hi @helpmedb, do you have the desktop app installed?

Are you able to access the account by clicking the globe icon in the desktop app, which will load the Dropbox site?

helpmedb

I had the apps installed but I was logged out on both my laptop and mobile phone.

So if I try to login now it just says, you last logged in on these two devices and the date from now 2 weeks ago.

But the device names match and devices match.

But I am logged out and cant login as I do not have the authenticator.

Jay

I'm still not sure what you're seeing, since the only way to see this information is when you're logged into your account.

Could you attach a screenshot showing this page where it said you last logged into the account on the two devices?

helpmedb

Hi Jay -here is a screenshot as requested

Jay

If you're not getting the notification on either of those devices, since they were logged out, then it means that you won't be able to use it to regain access to your account.

I'm sorry to be the bearer of bad news.

xrous1

Hey man, not sure if you'll check this. I had the same situation about getting locked out of my Dropbox. I kept persisting with Dropbox support and asked about 10 times for my case to be escalated. Eventually they escalated to another team member who allowed me to provide documents to prove my identity (passport, file names etc.) I got back into my Dropbox. Good luck!

Balawayne

Hey man, thanks! I didn't try much after that. How to communicate with them? I'm from India, So I couldn't call their customer support too. I don't know what to fo, please let me know.

xrous1

Just reached out via https://www.dropbox.com/support

Megan

Hi @xrous1, happy Tuesday!

You mentioned, you've contacted our support team about this, right? Would you be able to send me the ticket number reference, so I can locate it on our system?

Thanks a bunch!

Souza

I need you to deactivate my authentication because my cell phone was stolen and I don't have the authentication anymore because the carrier's chip went with the cell phone, can you deactivate it? I can prove that the account is mine

Megan

Hi @Souza, I'd be happy to help!

Would you mind clarifying for me if you're referring to your Google Authentication, or 2FA?

Do you also have access to the email address linked to your Dropbox account?

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

EssoPaC

i have the same problem too guys

how can i open my dropbox account,

Nancy

Hey @EssoPaC!

Do you perhaps have the emergency backup codes that you should have received upon enabling 2FA on your Dropbox account?

Were you also using Google Authenticator before and you no longer have access to your mobile device?