Child Item

Locked out of my account after phone number change

Device
(Samsung Galaxy A25)
Operating System/Browser (if using the web)
(Android 15, One UI 7.0)

Question or Issue

I recently changed my phone number, while keeping both my old number and (an even older) backup number saved on my Dropbox account.

Now, I wanted to log into my account, but the app requires a security code which can only be sent to my old inactive number, but not to my (still active) backup number. So I am locked out of my account despite having saved an active phone number.

On the web browser, it is possible to request a code being sent to another phone number, but the page then frequently freezes, spits out error messages (like "something went wrong" without saying what went wrong) and after 2-3 login attempts, it already locks my account, saying "you logged in too frequently".

Could you please:

also allow for the option to change the phone number to which a code shall be sent within the desktop app?
make sure to allow for more requests for a security code before locking the account?

I am sure that more users get annoyed by this, as phone number changes happen from time to time and a security code having to be re-sent can happen frequently when being in an environment with bad mobile connection.

Find more posts tagged with

Security

Account Access

Two Factor Authentication

Disagree

Accepted answers

sali_CPH

Thank you for your message!

I actually managed to get in, after waiting for 24 hours and trying to log in again. Also, the phone number change finally worked. And I was able to log into the mobile app with my phone.

However, also the mobile login took 4 attempts, as on the first attempt, I got automatically logged out while trying to dismiss an advertisement while logging in, and on the second and third attempt, I did not receive any verification code.

So it seems normal that one runs into requesting a verification code a few times before actually being able to log in. At least, from what I experienced.

All comments

sali_CPH

And yet another problem: After some attempts, I now managed to finally access my account. But when I try to finally change the old to the new phone number, I receive the error:

You’ve tried to add two-step authentication with SMS too many times. Please try again after 24 hours.

This is getting really frustrating, now. I tried to change the primary phone number to be what the backup used to be maybe 2-3 times, but always got the error "we could not reach your phone number". I guess, this is either since the backup phone number was still in there and 2 times the same number is not allowed, or since my phone's connection was bad. So I changed the backup phone number to some third number and when trying to finally change the primary number to what it should be, I got this error above with "too many times".

Already after changing one number and before even changing the number that I wanted to change.

I don't see the point in blocking the change of 2FA that fast. Maybe after 5 or 10 changes of phone numbers, but definitely not after one. Could you please put this number up?

(Also, keeping in mind that some users may need several attempts to change a number due to unexpected errors or bad network connectivity?)

Hannah

Hi there, @sali_CPH.

Are you still having this issue?

Did you manage to change your 2-factor authentication number?

If you're still having this issue, make sure to try from a different browser or even a different internet connection, if possible.

Let me know how it goes.

sali_CPH

So it seems normal that one runs into requesting a verification code a few times before actually being able to log in. At least, from what I experienced.

Theresa

Hi there @sali_CPH , and welcome to the Dropbox Community 👋

I’m really glad you dropped in to let us know and thanks for coming back to update us! It’s always helpful when folks share how things ended up, especially with account lockouts like this 😌

By the way, I’m Theresa 👩‍💻, one of the Community Managers here at Dropbox HQ. Since you’ve been dealing with account access, I’d love to know ...how do you use Dropbox day to day? Whether it’s for work, personal files, or something in between, I’m always curious to hear how people rely on it.

Looking forward to hearing more,

T 😺 (Dropbox Community Manager)