Hi,
I am facing the same issue.
Ticket #20977317: DB: cannot access my account
I am new to this thread and I have the same issue. Has yours been resolved?
Yesterday I was configuring a new smartphone, when I went to enter the Dropbox credentials it gave me an authentication error. So I went to the web and it gave an error "Failed to send text message for two-step verification"
I am new to this thread and I have the same issue. Dropbox can´t send sms for verification. I live in Spain.
Hey @jonmchee, thanks for the ticket ID.
I was able to locate it in our system and passed your comments on to the agent handling your case.
You should be hearing from them soon, but please let us know if you have anything else to add in the meantime.
As for you @Agustin_NM, would it be OK if we reached out via email to have a further look internally?
Hi @Walter, you can contact me at my email, although the Dropbox user I'm having problems with is another. I had to access the community with this.
I suspect the problems have to do with two factor authentication. It has let me reset the password with a recovery email. But it still won't let me enter the account with the error that it can't send the verification SMS to my mobile, that's on the web. In the app it gives an invalid password error, that's why at first I reset the password, but then I saw that it was a 2FA system failure. To clarify that this happened to me because I was configuring a new smartphone, Dropbox still works fine on the old one. I don't think this has to do with a security breach.
Hi
I"ve signed in through another dropbox account as I can access my main account. Dropbox say they are unable to send authentication to my phone. is this a current issue with Dropbox generally? So far its taken almost 24 hours to get a response similar to what I can find on line, none of which is any help. Any suggestions? Dropbox isn't blocked on my phone and so far its always worked fine. I have important info to access but am really stuck. I'm in New Zealand - are responses on European time?
I see I made a spelling mistake there. I Cant access my main account
Hi everyone, have you already tried to contact the support team directly regarding this matter?
Do you have the ticket ID from the email in order to locate it on the system?
Yes I've been in contact and the reply didn't seem to understand that I wasn't getting the 2FA in the first place. All I was getting was "unable to send", and gave suggestions that I've already read in various chat sites that weren't helping. The contact between time is also frustrating as I'm unable to access client files where sensitive information is stored.
48 hours and no one at Dropbox has fixed the 2FA system crash issue. Are all the technicians on vacation? There must be thousands of accounts with 2FA activated, as they require this security measure, the user will not be able to access them. It's a shame that Dropbox ends this disrespect for its users. It's time to leave Dropbox.
I just spent 30mins on the chat in dropbox support. Now they tell me that they cannot even assist me in deleting the account because an agent is already assigned to our case. To sum up:
1) not my fault (2FA bug)
2) no one responds
3) I cannot delete the account and the contents until someone responds
4) meanwhile, all my work data is held hostage
5) The chat support is unable to do anything except leave a note in the system for the agent
Looks like we have to broadcast this on socials to let people know how dangerous the situation is with our DropBox account. Shocking.
another agent came on board to cut and paste solutions that I have already tried. I reflected this on my email, which they totally ignored and to make things worse they closed the thread as "resolved"! What is going on dropbox?!
Finally, on my home PC I was able to access my personal Dropbox settings through the Windows app and was able to disable 2FA. That way I was able to finish configuring my new mobile. Now I have my account without 2FA, I think it's best to leave it like that for now.
I'm getting one response at the moment about every 24 hours. The person still doesn't seem to understand the problem, the "unable to send..." text, and having just responded, I imagine I have to wait another 24 hours for another reply. It does seem a very poor way to provide such an important service to so many people. If I can get back in I will also review how I store files. At least I can blame Dropbox for this mess as people will be annoyed and asking questions. The irony is that I continue to get emails telling me I'm moving up their ranking! Who cares?, I just want to access my files.
Unfortunately I've tried every other way to get access but havent got the app downloaded on any other device to enable me to get through the back door so to speak. Have tried opening an account on my phone but of course I'm unable to do that due to requiring the 2FA in the first place. Stuck!
Well, it seems worse than ever. No response at all in the last 24 hours. Do Dropbox assume no one works at weekends, especially when trying to sort problems out due to Dropbox? This is a terrible service Dropbox.
Does anyone have any idea if there is a next step up process to get problems sorted? Is this it?
Finally got in. not sure if it was Dropbox help or not. decided to cancel my 2 step verification though google and was then able to get straight into dropbox. cancelled my 2FA with Dropbox and will probably look for another safe place and cancel my Dropbox subscription. They've been no help as far as I can detect. Good luck out there.
Hi all, thanks for your reports!
If anyone is still having issues with this, feel free to reach out to our support for further assistance or let us know here and we'll take it from there.
Hi, from what I've seen in this community, and regarding the bug in the 2FA system, support hasn't been very helpful. Not even Dropbox has acknowledged the bug. I still have 2FA disabled and I don't know if it will work for me one day. As it is, I don't trust Dropbox. Your support is lousy. Lots of marketing and little support.
Hi Walter, I also had the same problem when I logged into my account. I did not receive the step 2 verification code through my phone. This is another account I created to respond to my condition. Please help me or report to the technical department to fix the error for me. I have also submitted a report all week now, but the issue is still not resolved. My dropbox account is [removed per Community Guidelines]. Thanks in advance.(I found the solution is very simple but why don't you guys. Instead of sending the step 2 verification code over the phone, send it via email like how this account is logged in or turn off this step helps. I still regularly log into OneDrive, GGdrive easily and without any problems).
Hi @LoanTran!
If you’ve already submitted a support ticket about this to our team, can you please share your ticket number with me, so that I can locate it in our system and have a look, as well?
Thanks.
Hi Nancy,
My ticket: Ticket #21014515: DB:
It's been almost 2 weeks since I first asked for your support, but until now I still can't log into my account. You seem to think it's my fault and I'm responsible for it.
