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I lost access to 2FA and none of the help resources are helping.

Lost access to 2FA with new computers and phones over the years so I cannot sign in and install dropbox on my new computer.

You know what's frustrating? I have to sign into my dropbox account to post in this forum...but since I don't have accesss to 2FA...then the support bot can't help, nor can I get help anywhere. So it's a vicious loop cycle. So I had to make this fake account to use the help forums.

ANYWAY I need my 2FA reset by an actual person not a chatbot. HELP.

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Megan

Hi @my2ndaccount, thanks for bringing this to our attention.

Just to make sure we're on the same page, are you talking about 2FA or our 6-digit security code? I'm asking because sometimes people confuse the two.

If you're referring to our first feature, are you able to login to your account using the emergency backup codes?

Let me know more, and we'll take it from there!

my2ndaccount

It's the 6-digit code thingy that I don't have accesss to on my Google Authenticator app and I have no way to get into my main dropbox account. Thank you!!!!

Mark

my2ndaccount wrote:
It's the 6-digit code thingy that I don't have accesss to on my Google Authenticator app and I have no way to get into my main dropbox account. Thank you!!!!

You need to use the emergencty backup codes you were given when setting up the 2FA security. Without those its not possible to regain access.

Then once logged in you can change the numbers etc. However, without the 2FA device or recovery codes the account is almost certainly lost.

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

my2ndaccount

I never saved my emergency codes. It's so frustrating when you get a new iPhone, transfer the settings over, that the Google Authenticator doesn't transfer over. I always assumed when you transfer everything, that EVERYTHING would transfer. Almost makes having authenticators/2fa pointless if i have a good password.

Mark

my2ndaccount wrote:
I never saved my emergency codes

Oh dear

It does tell you the reasons why you should save them and also makes you confirm you do before its set up.

When I used Google Authenticator, it always moved everything as long as I was logged in to Google. Have you checked log-on etc.? I use 1Password now and again that does move everything.

my2ndaccount

I never thought 10 years ago I would need the emerg codes because of the authenticator app was supposed to always have the code... sigh.

i know the password to my account, but is there a way to email a login code to enter like what my bank does?

Mark

my2ndaccount wrote:
i know the password to my account, but is there a way to email a login code to enter like what my bank does?

You told Dropbox to not give access to your account without the codes. Therefore that's what they do - they've also said the same on here previously.

You can try asking Dropbox Support at www.dropbox.com/support directly, but, its unlikely. Afterall it would make a mockery of the security features in place to let people circumvent it.

Note if you are a free user you need to go to that page while NOT logged in, even to here and you'll get an option to ask for help for logging in. Its probably easiest to use an Incognito Window.

my2ndaccount

Well I also never told them to log me out of my account either!

Note if you are a free user you need to go to that page while NOT logged in, even to here and you'll get an option to ask for help for logging in. Its probably easiest to use an Incognito Window.

Thanks! I had to make a free account (this one) to access the forums or help because I can't log into my account that I'm having trouble with because I can't login to log in to post to the community -- vicious cycle lol.

Anyway, thanks for your help, I'll keep contacting the support until we find some way in.

Megan

Hey @my2ndaccount, I was able to locate your ticket number and it seems you've already been contacted by one of our specialized agents.

Thanks for your patience, and hang tight as they try to get to the bottom of this, and help you as much as possible. Thanks!