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I'm not receiving the one-time security code to sign in to my Dropbox account

Nyarlth

Hello,

I'm trying to login to my dropbox account, but it wants a one-time security code verification that I simply don't receive. I did check the junk/trash/whatever folder, but simply don't see any. Can you help me?

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Accepted answers

Nancy

That's great, @Charlie Zhang! I've located your ticket in our system and left an internal note for our team to see. As soon as they've reviewed your case, they'll reply back to you.

Jim P.37

Well, I got in!
However, this thread did NOT help. Nor did I hear from Megan ever again.
The massive amount of TIME and READING I spent on this was incredible, simply b/c Dropbox could not, (or would not) send my email a 6 digit code. Even though I had my user name , email and password all correct. (Were they punishing me b/c the last time I logged in was December 2023?! Who knows?)

Here's what I did: I somehow navigated to the help section without logging in and just kept asking the CHAT how to contact Dropbox when I can't login. Finally, I claimed my account needed to be "reactivated" (this apparently was the key wording) and I got to a place where I could create a ticket, explaining the situation and inputting my email in the description.
I created the new ticket at 8:09AM (again after a full day of reading and "asking the community" etc etc.
I got an email message right away that they received my ticket and someone would be in touch. (Totally no problem sending me THAT email!!) They added this advice: "In the meantime, have you checked out our Help Center for FAQs, how-to articles and more?" ~ How annoying! What am I , a child?
AT 4:45PM, "Poppy" sends me an email = "My name is Poppy, and I am more than happy to assist you.
From my understanding, you are experiencing issues trying to access your Dropbox account as you are not receiving the email with the one-time code."

Poppy further explained that a separate email from login-support@dropbox.com included a "reset password link" that I should try.

Indeed, I did use that link, reset my password and got in!
Zero explanation as to why I could not get an automatic email sent to me, ...zero warning, zero info on what I've done wrong to deserve this TRUCK-LOAD of work and time just to get into my files.

SHEESH! I wish any of you better luck!

Mark

Is the email account active?

If so you need to contact support via www.dropbox.com/support. Do this while logged out - even here (the forums). Consider using an incognito window to do so

All comments

Jay

Hi @Nyarlth, thanks for bringing this to our attention.

Could you try adding no-reply@dropbox.com and try logging into your account again?

This will help me to assist further!

Nyarlth

That didn't help

Jay

Have you received emails from Dropbox previously to that email?

Are you using any kind of email forwarder or a different inbox to access your emails?

DreSchuth

Hi! I logged into my Dropbox account and received this message

Welcome back

We sent a code to ****** and any devices you’ve linked to this account. Enter the code to continue.

It's been quite some time and nothing has come through from Dropbox. I've searched Junk etc. What to do??

Walter

Hey there @DreSchuth, sorry to hear about this.

Could you clear your browser's cache or try another browser to request the code and let me know how it goes?

Thanks!

DreSchuth

Hi there - tried both, still no code .

Nancy

Sorry for jumping in here, @DreSchuth.

Just one more suggestion; if you haven’t already, can you please add no-reply@dropbox.com to your email contacts and let me know if that helps?

If not, please send over a screenshot of the prompt you keep receiving from Dropbox, so that I can take a look. Just make sure to conceal your email address, before posting it here.

DreSchuth

Yes I already had as a contact - here's the error.

Welcome back

We sent a code to ****** and any devices you’ve linked to this account. Enter the code to continue.

6-digit code

Enter

Resend code

Nancy

Thanks for clarifying!

In this case, I’d recommend reaching out to support team directly, so that they can take a closer look. Please follow these steps to open a ticket:

Make sure that you are NOT signed in to ANY Dropbox account in your internet browser.
Go to this page https://www.dropbox.com/support/sign-in-issues, and click on the “Can’t sign in?” option.
Scroll down the page to “Submit a Help Request”.
Enter your information, make sure that you enter an email address that you currently have access to, and submit it.
You will then receive a confirmation email that will have a ticket number.

After that, please send me your ticket number here.

Jimmy Glinster

Hi,

I'm not receiving security codes or password reset requests from Dropbox and am therefore unable to login. I can login online however and when trying to disable two-factor authentication there it says that I do not have it set-up. Two questions:

1. Why am i not receiving these emails?

2. why do i even need them if I do not have two factor authentication set-up?

Also, how the ****** can i speak to a real person, or at least contact a real person at Dropbox to assist?

Walter

Hey @Jimmy Glinster, sorry to hear you're having issues with this.

The one time security code is different from 2 factor authentication codes.

Have you checked your email's spam/junk folder to see if the emails end up there somehow?

You can also add the email address no-reply@dropbox.com to your address book and then try sending the email again.

If you did and still can't find the email with the code, let us know here and we'll reach out via the email address that's connected to your profile here on our Community to investigate further.

In any case, please keep me posted, Jimny.

Jimmy Glinster

Still not working.

Jay

Hi @Jimmy Glinster, are you using a public email provider, or a private business domain for your email address?

Jimmy Glinster

bigpond.com email address

Jay

Thanks for the info, in order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?

Jimmy Glinster

Sure, go for it. I am receiving notifications from you regarding this matter and any reply's.

Hannah

Hey @Jimmy Glinster, happy Monday!

I just sent you an email, so we'll continue looking into this there.

Jimmy Glinster

Thanks Hannah, I've just responded to the email.

Xmax11

If you are not receiving security codes or password reset requests from Dropbox and you do not have two-factor authentication (2FA) set up, there could be a couple of reasons for this:

Email Delivery Issues:
- The emails from Dropbox may be going to your spam or junk folder. Check those folders in your email account to see if the messages are there. If you find them in your spam folder, mark them as "Not Spam" to ensure future messages from Dropbox are delivered to your inbox.
Email Settings:
- It's possible that your email provider's settings or filters are causing the emails to be blocked or delayed. You can check your email account settings and filters to ensure that emails from Dropbox are allowed.
Dropbox Account Verification:
- Even without 2FA enabled, Dropbox may occasionally send security codes or password reset requests for account verification purposes or as a security measure. This is to ensure that any login attempts are legitimate.

To address your specific questions:

Why am I not receiving these emails?
- The most common reasons for not receiving emails from Dropbox are email delivery issues or settings. Check your spam/junk folder, verify your email settings, and ensure that your email provider isn't blocking Dropbox emails. i am checking all my duplicate electricity bill from printebill.com
Why do I even need them if I do not have two-factor authentication set up?
- While 2FA is one reason you might receive security codes, Dropbox may also send security codes or password reset requests for other account security purposes, even if you don't have 2FA enabled. These measures are designed to protect your account from unauthorized access and ensure that you are the legitimate account holder.

Max Mueller

Hello, I cannot log in because the 6-digit security code has not been sent to my registered AOL e-mail address.
The mail address is with AOL, but with an old German domain @aol.de, so the mails from Dropbox do not arrive in my mailbox.
Otherwise, I have no problems receiving emails from Dropbox with the @aol.com address, as my registered email address is available under both domains.

Is it possible to have my mail address changed from .de to .com so I can receive the mails from Dropbox(as i told, the mailbox is the same and reachable under this two domains). There is no problem with spam and I have tried adding the no-reply address to my contacts on AOL. I have no problems receiving emails to my @aol.de address from other mail addresses and services, only from Dropbox.

Jay

Hi @Max Mueller, thanks for bringing this to our attention.

Currently, the only method to change your email would be log in to the account in question. Our support team wouldn't be able to change the email address on your account.

Have you tried contacting AOL to see if they are able to allow emails to be sent to the old domain due to this reason?

This will help me to assist further!

Max Mueller

Thank you. I have contacted AOL support. This was their reply:

The domain extension is the ".com" part of your email address. While most AOL accounts end in "@aol.com", some older accounts may have a different extension depending on where they were created.

Please note that an email address can have different extensions, such as @aol.com or @aol.de. Regardless of the extension, it is the same email address and no other email address can be created with the same username. In your specific case, ******@aol.com and ******@aol.de are the same e-mail address (only with different extensions).

Only accounts with the AOL domain "@aol.com" can be created.

If you have an AOL ID with a different local domain, e.g. "@aol.de" or "@aol.fr", make sure you enter the correct domain extension when entering your email address. If an email is sent to the wrong domain, it will not be delivered.

To check which extensions are available for your email address, you should open AOL Mail in a browser such as Chrome or Internet Explorer, click on the Write button in the left-hand corner of your screen and then click on the small arrow next to your email address and display name. This will populate a menu showing all available extensions.

If the domain extension you want to use is not listed there, unfortunately it is not available for your AOL screen name.

We hope this information will help you.

Jay

It sounds like emails to the aol.de should arrive at your email then. If it's not arriving, and the email isn't in the spam/junk folder, then it could be filtered by AOL itself.

Have you confirmed with them that emails to your email aol.de from Dropbox are not being delivered to your inbox?

Max Mueller

I have now written to AOL support to clarify the possible filter problem. As soon as I have an answer, I will publish it here.

drluc2004

I'm not receiving the 6-digit code to access my Dropbox on an older Dropbox account. As this is very inconvenient, I need access to files for tonight's session. This is very vital, and any support to resolve this matter promptly is greatly appreciated. Is there by chance a way to avoid the the six-digit verification code in the future?

Hannah

Hey @drluc2004, sorry to hear about this.

If you have access to the email, but are not receiving the code, make sure to check your spam folder as well.

If it's not there, add no-reply@dropbox.com to your email contacts and try again.

And if it's still not arriving, try to see if you can bypass the process, by resetting your password.

Let me know how it goes.

drluc2004

I've tried to reset the password and I'm not getting the email to do so.

drluc2004

I've also added no-reply@dropbox.com to my contacts, and not code received. Do you have any other solutions?

Hannah

I see, thanks for trying, @drluc2004.

In that case, can we send you an email, so we can investigate more closely?

Cla11

Hello, I've been trying to login to my Dropbox account for days but failed. Dropbox said it sent security code to my email, but I didn't receive anything. There is nothing in "spam", I've added Dropbox email to my contacts but still failed. Can you please help? Thankyou