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The one-time code either never arrives to my email or Dropbox tells me it's expired.

Hi.

I really want login. But I can't. I've tried many things.

When I try to login through Dropbox web page via PC and mobile: The page for Second step verification is not uploaded. I waited over 10 minutes.(It's definitely not an internet problem)

When I try to login through Dropbox via mobile app: Second step verification email arrives from no-reply@dropbox.com. But it is not helpful. Even though I entered the code in 30 seconds, a pop-up window appeared saying “A considerable amount of time has passed. Please re-enter your password.”

If I try to reset the password, I don´t receive the mails. I already added no-reply@dropbox.com to my email contacts, it doesn´t help.
I can't even change my password. Because the mail doesn't arrive. I already check spam mail, but it doesn't help.

What should I do? Please help me.

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Comments

Nancy

Welcome to our forum, @darcy3.

It sounds like you’re being asked for the one-time security code (which is different to our two-step verification feature).

I know it may not work, since you’ve already tried a bunch of things, but can you also try to log into your Dropbox web account via an incognito window on your browser instead? Are you still not receiving the one-time code?

As for your mobile app, can you send me a screenshot of the error you keep getting?

Let me know when you’re ready.

BenDBX

Hi @darcy3,

In addition to the assistance @Nancy is providing, would you mind if we reached out via email to obtain a bit more information to help troubleshoot? Thanks!

Ben

darcy3

Sure. My email account adress is [removed per the Community's Guidelines]

Thank you.

darcy3

Hi. I captured screenshot, but it doesn't have the function of uploaded some files. How can i send you a screenshot?

Walter

Hey @darcy3 - you should be able to attach a screenshot to your reply through the camera icon within you reply box.

If you're using a mobile device, you might need to request the desktop version of the page to bring the button up.

That said, would it be OK if we reached out via email to have a further look internally at this point?

Let us know and we'll use the email address that's associated with your profile here, on our Community.

darcy3

Sure. My email account adress is "[removed per the Dropbox Community Guidelines]

And the screen is here.

Thank you.

Hannah

Hey @darcy3, thanks for the screenshot, I just sent you an email, so we'll continue investigating there.

darcy3

Hi.

I didn't receive any mail.

>> [removed per the Dropbox Community Guidelines] << Can you check again if this email address is correct?

Hannah

Hey @darcy3, is this the address you see in your account settings here?

If not, can you update the email address to the one you gave us above?

If the issue is about a different Dropbox account, however, make sure to contact us from a Community profile linked to the account that has the issue.

BenDBX

Hi @darcy3,

We never heard back from you. Were you able to receive your code? Do you still need further assistance? Let us know!

Thanks,

Ben