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Can't receive 2FA code via Google Authenticator

I can't find my phone, and my Dropbox was linked to Google Authenticator for security. Now, I can't sign in because I don't have the 6-digit Google Authenticator code, and I didn't set up emergency backup codes. I tried reinstalling Google Authenticator, but it didn't show the codes. However, I still have the same phone number and gmail. I really need to access my account. Can someone please help me with this?

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Hannah

Hey @sizanrohan, sorry to see you're having this issue.

Can we send you an email, to investigate this further?

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Rich

@sizanrohan wrote:
Now, I can't sign in because I don't have the 6-digit Google Authenticator code, and I didn't set up emergency backup codes.

The backup codes aren't something you set up. They're provided to you when you activated two-step verification. If you no longer have your authentication device, you won't be able to access the account without your backup codes.

https://help.dropbox.com/account-access/issues-two-step-verification

sizanrohan

like there's no way? i mean like seriously we are living in 2023 and you are saying it's impossible like i can give my id passport nid driving license what ever they want i just want my account back there must be a way

Hannah

Hey @sizanrohan, sorry to see you're having this issue.

Can we send you an email, to investigate this further?

sizanrohan

Yes, please send me an email to [personal information removed per the Community's Guidelines]. This is my Dropbox email. As I mentioned earlier, I can't log into my Dropbox, so I need to open another account to ask the community. Alternatively, you can send me an email to this address. Just help me out, bro.

Walter

Hey @sizanrohan, sorry to jump in here, but I just wanted to mention that I've just followed up via email to the email address that's linked to your profile here, on our Community.

Whenever you get the chance, please have a look at your inbox and we'll take it from there.

sizanrohan

i have replied to mail please check and help me

sizanrohan

hello walter i've been texting you in mail why aren't you responding

Mark

@sizanrohan wrote:
hello walter i've been texting you in mail why aren't you responding

Replies take a few working days - weekends do not count. So you'll hear back at some point next week.

sizanrohan

oh okay thanks

Meluseene

Hi Hannah, I'm having a similar issue with my laptop (linked to my dropbox account) that crashed and that i had to format. I've been sending emails for a month and I'm told to used codes that I do not have anymore. Google Authenticator does not have the 2FA codes anymore (I changed phones). Can I provide anything that could help identify me? Passport copy, etc.
Just like this other user, I just created a second account just to be able to chat here. Please help

Nancy

Sorry to jump in, @Meluseene. Can you send us the ticket number from the convo with our support team, so that we can take a look?

Thanks!

Meluseene

This is what I found:

22801854
22827026
22855933
22910470
22910542

Every time, I'm told to use 2FA (which I don't have anymore, I'm not sure if it's because I changed smartphone?), to use security codes (I honestly do not remember this step or where I could have stored them), or to use the laptop that was identified (which crashed early 2023, I still have it and it works but it's been formatted). I have a vague idea on what in my account though if it can help. And in the case you have my number somewhere if you needed to send me authentication codes by text, the number should still be the same. I can prove my identity as well.

Nancy

Thanks for the numbers! Appreciate it.

Now, please keep in mind that we don’t have any account visibility over here on the forum, so we can’t offer more assistance. I’ve left an internal note to our support team though on your behalf.

In general, Dropbox takes account security very seriously, so if you don’t have any of the provided backup options to re-enter your account, there may not be that much left to be done. Our team will review your case though, and get in touch with you.