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Locked out of my Dropbox account due to two-factor authentication

Long story short: I’m hoping someone here can help or point me toward advanced support. I have a paid Dropbox account, and I’ve been locked out for quite some time.

When I try to log in, I’m asked for a 6-digit code from an authentication app. I clicked the “I still need help” link, which then prompted me for an 8-digit emergency backup code. I searched my email and tried to recall if I had set anything up that would cause this, but I have no recollection or record of enabling two-factor authentication.

I tried contacting Support, but I can’t log in to submit a ticket because it requires the same 6-digit code I don’t have, so it’s turned into a bit of a vicious circle. I’m able to change my password successfully, but the two-factor prompts still appear afterward. I’m baffled.

I did send an email explaining the issue but haven’t heard back. Note that the account I’m having trouble with is not the one I’m using to post here, because I would need to be able to complete a two-factor authentication code for that account, which for all intents and purposes doesn’t exist.

Is there a way for paid users to escalate this to someone who can verify account ownership and help me regain access? I’d really appreciate any advice or next steps. This has been incredibly frustrating, and I just want to get back into my account.

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Comments

Walter

Hey @Shauna1316 - sorry to hear you're having issues with this.

Since you've already sent an email to our support team about this, could you maybe share its number with us so that we can look it up in our system?

Thanks!

Shauna1316

Hi, thank you! Ticket #25677399

Mark

Shauna1316 wrote:
which then prompted me for an 8-digit emergency backup code

Look at https://help.dropbox.com/account-access/issues-2-factor-authentication for more info.

Note that without that code, or the backup codes (you CANNOT set up the 2FA system without confirming you have downloaded and saved them), it's possible the account is unrecoverable.

As a help on this one they are NOT in emails - you have to physically download them and save them, so, maybe search your online files?

The only people who can help, however, are via the ticket you already logged.

Shauna1316

That's helpful information. It would be helpful if I could remember what the defaulted download name is for the backup codes. I wonder if its standard.

Rich

Shauna1316 wrote:
It would be helpful if I could remember what the defaulted download name is for the backup codes. I wonder if its standard.

The system actually tells you to write them down.

Shauna1316

Thank you for this. The problem is that I don’t remember setting up two-factor authentication at all. I have two Dropbox accounts, and only one has 2FA turned on — not the other. I actively use both accounts, so one would think I would have enabled it on both if I were concerned about security. I haven’t received a response from Support yet, which is surprising since the account I’m having issues with is a paid one. I’d really appreciate it if someone could review this further or connect me with a higher-tier support contact who can help verify ownership and restore access.

Hannah

Hi from me as well, @Shauna1316.

And thanks for the ticket number.

I passed your comments along to the team and raised the priority of your ticket, so the agent working on your case will get back to you as soon as possible.

I hope this helps!

Shauna1316

Yes, that would be great. It's been 48 hours since I opened my ticket and haven't received a response within 24 hours despite responding back to the team promptly. I need to get this resolved ASAP. Is there a number I can call to get direct support?

Megan

Hey @Shauna1316!

Phone support is only available to Dropbox teams, since it's generated through the admin console.

If you need something else, please let me know and I will be more than happy to help every step of the way.

Mark

Shauna1316 wrote:
I need to get this resolved ASAP.

Remember that as its set up you may not be able to get it removed - 2FA is set up to stop people getting access without it. Thats the whole point.

For your open tickets you can follow at http://www.dropbox.com/support and add / update things there.