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Dropbox Passwords doesn't sync logins between devices?

I use Dropbox Passwords on 4 devices. My iPhone and my 'old' Macbook Pro, where everything syncs and works, and my iPad and my new Macbook Pro, where nothing is synced. Both just show me the 'Start adding accounts' screen. I've been through a looong list of measures with chat support, but nothing has solved this so far. Has anybody else experienced something similar? And maybe even found a potential solution?

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Hannah

Hey @hanskfroschauer, thanks for bringing this to our attention today.

In case you haven't already, can you double-check that you're signed in to the same Dropbox account on all these devices/computers?

If you are, can you please describe the steps you followed to connect your iPad and new MacBook to your Dropbox Passwords?

Thanks!

hanskfroschauer

Definitely the same account on all devices. I just deleted the app on my iPad and re-installed it, and that has made things worse as it won't even let me sign in anymore. Here goes:

I re-installed the Dropbox Passwords app on my iPad Pro (latest iPadOS, latest version of the app)
I open the app and (try to) sign in
It asks me to approve through another device
I do that (tapping 'Connect' in the iPhone app), and NOTHING happens. iPad app just stays on the 'Check you other devices for a notification' page. And I waited and waited for a long time.
After trying to resend the notification 3 times, approving on iPhone every time, and still nothing happening on the iPad, I tried the Recovery Words option. Again, I enter them all, tap 'Continue', then there's a short 'Loading'-overlay, and after a second, it goes back to showing me the words-form, and NOTHING happens.

So now, not only doesn't the Password app sync anything, I can't even sign into Dropbox Passwords on the iPad anymore.

As for my Macbook Pro (M1 Pro, 16"), I've installed the browser extension, and here I am signed in (fortunately), but it doesn't sync anything. It doesn't show me any of the 700+ logins I have on my iPhone, it won't let me add a login manually (it's not saving it), and when trying to import the csv-file exported from the iPhone app, it first shows me the list of all 720 logins (so it obviously can read the file just fine), but when I click 'Import' it says 'Import failed, try again later'. And I did try later. Many times...

So I'm very frustrated here. I'm a happy Dropbox Pro user and have been for many years, and I really like Dropbox Passwords. But since it doesn't give me anything but grief, I'm getting worried about trusting it with all my important data. Everything to do woth Dropbox has always been easy and intuitive, but this Paaswords-thing is a f*ing nightmare. Please help.

Jay

Hi @hanskfroschauer, I'd recommend getting in contact with the support team to look into this matter in more detail on their end.

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system.

OliverBCollins

Ridiculous answer! Going to suport does not deal with synvcing in any of the boxes offered. Why not just answer the question?

I have tried for an hour to figure out why, all of a sudden, my MacBook Air has stopped syncing with my iMac desktop when it has worked for a year. No new passwords or email sign-ins. It is syncing with my account online but not my iMac desktop.

nEcRoS

I wanted to install Passwords App on my tablet and it didn't bring the notification to my base device so I identified myself with the security words and managed to install the app but the Passwords weren't synchronized, it was empty on the tablet but on the base device they have 65 Saved passwords.

Megan

Hey @nEcRoS, I hope you're doing well!

Are you sure you're logged into the correct account? Do you have access to your base device?

Also, have you tried to close and re-open the Dropbox Passwords app on your device(s). When you re-open the app, are your passwords now synced?

Let me know more!

ghettomuppet

I just upgraded from a free account because old devices were still listed as active on my account & although I wasn't beyond storage limits, etc... it wouldn't let me sign in from a computer I just bought w/o upgrading. So I went to one of my other devices to remove old devices, but I was blocked from accessing them as well. So, recently I did upgrade to a paid annual service, because it wasn't worth the risk of not. Once I did, this same OP message came up, so I went to another device, notifications were sent, nor were they when I clicked resend. The same was true for another. Eventually, they all let me log into my Dropbox account, but when I launch Passwords on the new computer, I get the OP message still & it links to the Application store page from my devices that I already had - but won't launch Passwords. Wondering if OP or anyone else has dealt w/ this & figured it out, I've been at it for a long time, hours

Jay

Hi @ghettomuppet, just for clarification, are you able to actually access the Dropbox Passwords app and your settings there?

Do you have any old devices that you still have access to in order to receive the notifications on those devices?

ghettomuppet

No, I cannot access Passwords on any of the devices I've tried by launching from the browser extension, a link in thee main Dropbox desktop App & from desktop browser in MS Edge 11 & 10. I've tried on at least two of the older devices as well as the new one. I've also uninstalled & reinstalled the extension and cleared my cache. So, what happens is I log in w/ password, then 2FA, once I've cleared that, this is the page that comes up. So, I go to another device & there's no Edge Windows notification (I assume that means a notification in MS Edge browser... I've looked in the standard places, searched exhaustively, and logged into Dropbox on that device and looked for notifications there in both the app & via edge web browser. No help at all. I did take download the Dropbox Passwords log history file, if it might be helpful, looks like it's the attempts over the last month

ghettomuppet

Reiterating & expanding on a detail from the first comment that I didn't mention in the 2nd for clarity: I hadn't been able to access Dropbox (main) or Passwords since I was cut off via device limit - there was not an option to remove any at that point, the message w/ upgrade option link was it. I think that first happened by 1/25. Once I upgraded my plan the same verification message requesting Edge Windows notification approval on a prior device was looping in the same manner before I could access even the main interface but after I logged in & out on both the new & one of the old devices a couple of times each that main dropbox account file interface worked & seems to sync fine... but all paths to Passwords have this looping problem w/ no notifications / permissions - I hoped adding 2FA would resolve it, but didn't

Jay

Do you have your recovery words in order to log back in to your Dropbox Passwords account?

ghettomuppet

The one I was encouraged to save when I upgraded? Yes. The Passwords Extension never encouraged me to generate one / take it down, but used the same email address(es) - I (accidentally) have 2 accounts. Intend to link the other email address to this account once I deal w/ the Passwords situation & tasks related to the vendors I need access for - the email address I set up the pay account with is for the account w/ address I have these and most passwords linked to, I barely, if ever used Passwords w/ the other address / account

Jay

Have you tried using the recovery words to log in to your account again?

ghettomuppet

It wouldn't make sense for the recovery phrase to not be the same since it was the Dropbox Passwords extension I linked from with the same email address that required the upgrade to access. I want to be very careful to confirm that it is the same one, even if it was there previously or, that tech wasn't there previously, and it just assigned one, but applies to any product synced (or at least Passwords) to be careful that I don't lose that which is inaccessible to me if one it just added and using the recovery phrase would reset or compromise the data in the program that turned me into a paying customer in both solicitor & closer. The files of highest value are 2nd backup level redundant. But if Dropbox support says using the recovery phrase I was just provided would likely (or even might) work & would definitely not trigger losing the info I upgraded to regain access to, I can have it (and do have access to the main panel and can even look there - saw two links for it but didn't click either, as I did save it outside of DB). LMK TY

Jay

Thanks for the info, in order to look into this matter in more detail, I'd recommend contacting the support team directly for them to investigate further.

ghettomuppet

I thought that's who you are / what we've been doing? The link you sent just goes to Contact Dropbox support - Dropbox (dropbox.com/support) & this, the community forum is the onky functional option I've had, for 24 hours now, when I'm logged. I'm supposed to have email, phone & live agent chat support. But the only things that are there when I follow instructions for support is this Community Forum & Chatbot, but the button on chatbot doesn't work. There is not an email nor form, nor phone number, nor live chat. Please send me the phone number. Email is supposed to take a day for response, and since we wasted yesterday.. I really need to get into these accounts today, it's extremely important. Thank you... I'm attaching a screenshot to show you what I see... no buttons or contact info below, just these two seen here and only the Community Forum button works , nothing happens when I click on via mouse, track pad, or use my keybord to highlight & select Chatbot - you can see I'm logged in by the avitar in the upper right hand corner. Please let me know ASAP. TY

Nancy

Hey @ghettomuppet, please keep in mind that we don't have any account visibility on the forum. While we can provide general guidance and troubleshoot based on what you describe, it’s still necessary to open a ticket when further investigation and account-specific info are required.

Also, phone support is currently available to paid Dropbox teams, as mentioned here. Can you please clarify the current plan that you see on this page?

Other than that, to contact our support team via email, you can open an incognito window on your current browser and while you’re NOT signed in to ANY Dropbox account, you can log a ticket from this page directly.

In case you're still having an issue after following those steps, let me know and I can log a ticket for you instead with the email address that's linked to your Community profile.

ghettomuppet

I have an "Essentials" account which I set up through the Passwords extension tab to regain access. It was not the least expensive plan to regain my password history.

I've followed the steps you suggested regarding logging out and going to the link provided incognito / private and not be logged in. That page would not give me access to anything w/o logging in other than a chatbot (this one functioned - which is something that was not happening when I'm not incognito) that required me to be logged in to do more,. I tried paths outside of the chatbot as instructed, then later, once I logged in, still incognito tab though, like support on "other issues," since my issue is not covered in any of the account, sync, logging in problems, etc help sections, and these areas only give info on steps I'd taken while excluding anything about this 4+ year long barrier (based on this forum OP entry & what's followed, though inconsistent in how the problem impacted the paid customer, in my situation it's universal & none of the avenues others have suggested, be they peers, or DB employees have resolved it at all).

Post login the chatbot continued using me needing to upgrade to a paid account & such as options as necessary to help or get further, aka - it was worthless to be logged in, it didn't actually unlock anything, or grant access to that which it said it couldn't w/o me taking the actions I had already taken by then.

ghettomuppet

Here's the copied & pasted text of much of my chat:

Hi there! 🤖 Be sure to sign in to see all your support options. Still need help? Select your issue below:

Type your own question

Ok. What's your question? (For options, type 'menu').

I am locked out of Passwords. No notification to approve from another device arrives in Edge Windows as instructed

Basic users are able to link up to 3 devices. To view a list of your linked devices: 1. Sign in to dropbox.com 2. Click your profile picture (or grey circle) in the upper right corner 3. Click Settings 4. Click the Security tab 5. Your linked devices are listed under Devices When you download the Dropbox application (mobile app or desktop application) on your device and log in, that device is linked to your account. Read more here

Did this answer your question?

Keep in mind Dropbox subscribers have additional support options. Details on our customer support offerings can be found here

What would you like to try next?

Ask another question

Ok. What's your question? (For options, type 'menu').

I upgraded to a paid account to remove device limitations but am still locked out of Passwords prior device approval by Edge Windows notification never arrives. I've cleared cache, etc

Oops. I'm not finding any relevant answers. Can you ask that another way? (For options, type 'menu')

I have a paid account w/o device limitations that is locked out of Passwords Edge I've cleared my cache but Windows notification to authorize on another device doesn't arrive

I'm still not understanding, can you try once more?

I have a paid account w/o device limitations that is locked out of Passwords Edge I've cleared my cache but Windows notification to authorize on another device doesn't arrive

Oops. I'm not finding any relevant answers. Can you ask that another way? (For options, type 'menu')

I need a support ticket opened. My paid account is locked out of Passwords. I've cleared my cache but Windows Edge notification to authorize on another device never arrives

Ok, sounds like you are getting an error message, you may see these errors if Dropbox is unable to sync certain files or if you have Dropbox installed in multiple places. For help to resolve file permissions errors click here

Did this answer your question?

If that wasn't successful, try an advanced reinstall with the information here

Did this answer your question?

Keep in mind Dropbox subscribers have additional support options. Details on our customer support offerings can be found here

What would you like to try next?

Ask another question

Ok. What's your question? (For options, type 'menu').

I am logged in with my paid account and need to open a support ticket but have no options

Additional support options are available to paid subscribers. You can learn more about our Customer Support Levels here

Based on your logged in status, your support options include the following:

Ask another questionUpgrade your accountSearch all content at help.dropbox.comAsk our Community forumLogin to another account

ghettomuppet

(After bot's response, the paragraphs were buttons, which didn't show in the copy & paste). Now I'll attach several screenshots one early on & a couple later on, post login. These are the limitations. Can you please provide me the email address to have support open a ticket? I understand you can't see my full account - but you can see from what I've provided before that I was logged in, have my username & I've told you the paid account I have. If support disagrees on those facts, all they have to do is say so, calling me out (but they won't - or if they do, something is broken in their system & I can prove that w/ my upgrade confirmations & or other screenshots)

I recognize that the following says I have a "basic" plan, it's the Essentials one (not sure if this is a mistake in what's being shown or if Essentials is a type of Basic plan), either way, I'm supposed to have email support contact, even if it's just "basic." I'm now three days into this w/o, longer than that since I've been trying to fix it on my own

This final shot (though I have many others) shows that if you follow the Other Dropbox issues line of support, which mine certainly is, since all other possible paths dead end for me, even if the other issue is that your interface doesn't work for me and only me, and if it did, account, for example, resolves this problem or gives me an email address, fillable form, or button to open a ticket

Nancy

Thanks for these screenshots, @ghettomuppet, as well as for taking the time to log a new ticket again.

Since you’re still having an issue doing so, we can go ahead and log one for you instead. Can we contact you to the email address you see linked to your Community profile here?

ghettomuppet

Yes. And it's the address associated w/ the passwords (sorry, I just saw this reply never went through).

Megan

Hi @ghettomuppet, I just sent you an email.

I'll be happy to see you there, and continue troubleshooting with you. Thanks!