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Locked out of my account because I don't have access to the authenticator app

I have been locked out of my account, my phone died and while the number is the same, I don't have access to the 2 Factor Authentication app, I was using Microsoft Authenticator. However, I was never prompted to setup a backup code, which support told me should have been emailed to me. And while I know I set up a backup email, there is no option to unlock the account with any other method.

Dropbox Support has told me there is no way to access my data now, and that's unacceptable. I'm so very very disappointed in Dropbox, they take more than 24 hours to respond to emails, and at odd hours too, and even if I respond to them right away, it takes a day or two to get a response. I have seen other posts in this community and other sites about this exact same problem that were resolved.

I am most upset that I was told by Dropbox Support that I would still have access to my own files that were on my desktop, but I have been locked out of access to MY OWN FILES. This is absolutely unacceptable.

I am totally at a loss what to do, it is so frustrating, and Support has been extremely rude and dismissive. Even if given access to my files, I will not be using their services anymore.

Can anyone help me? Thank you.

Do you have access to the email linked to the account?

(Yes)

Are there any devices connected to your Dropbox account?

(No)

Find more posts tagged with

Security

Account Access

Two Factor Authentication

Disagree

Comments

Hannah

Hi there, @mummadrai, sorry to see that you're having this issue.

Would you mind sharing the ticket number for your communication with our support team with us, so we can take a look?

Thanks in advance!

Rich

mummadrai wrote:
Dropbox Support has told me there is no way to access my data now, and that's unacceptable.

Unfortunately, that's very likely to be accurate. You've enabled a system that prevents access to your account without a second verification, and now you're trying to access your account without that second verification. The system is working.

mummadrai wrote:
I was never prompted to setup a backup code, which support told me should have been emailed to me.

To my knowledge, the backup codes are not emailed. Mine never were, and in my opinion they shouldn't be for security reasons. Instead they're provided when you first activate two-step verification. The process of activating it tells you to save the codes. It looks similar to this:

mummadrai wrote:
I have seen other posts in this community and other sites about this exact same problem that were resolved.

A lot of the posts here are referring to one-time security codes, which are sent through email, and not the more secure two-step verification. One-time codes are sent when Dropbox doesn't recognize the sign-in attempt. In some cases Dropbox may bypass a one-time code if you can answer very specific questions about your account, but even that's not a guarantee.

In the case of two-step verification issues like you're having, I've never known Dropbox to allow access to the account. If they did, it would be a major security issue, being able to bypass two-step verification.

mummadrai wrote:
... I was told by Dropbox Support that I would still have access to my own files that were on my desktop, but I have been locked out of access to MY OWN FILES.

If you were syncing all of your files to your computer and they were set to Available Offline (i.e. they weren't Online-only and you weren't using Selective Sync), then those files are still on your computer and should be accessible. When files are Available Offline, Dropbox can't prevent you from accessing them. They're just files, in a regular folder like any other.

mummadrai wrote:
... I don't have access to the 2 Factor Authentication app, I was using Microsoft Authenticator.

For future reference, Microsoft Authenticator has the ability to backup your accounts so you can restore them to a new device. Refer to this article for more information.

mummadrai

ticket #25719651

What does this mean:

"Regarding the actual issue, please note that there is no action that we can take on our end since 2FA activation or deactivation requires access to the Dropbox account and our records show that all relevant emails are being sent successfully to your inbox.

This means that the person who enabled or disabled 2FA has the password to the Dropbox account. To prevent unauthorized access to your account, Dropbox recommends that you use a strong password for your Dropbox account that is not used for any other website or service."

If i have the password and access to my email, then the reset can happen? What does the emails being sent to the correct inbox have to do, if, as I'm being told, 2FA cannot be bypassed by sending a reset email?

Say I wanted to change my 2FA from Microsoft Authenticator to Authy. Are you saying that I can't change my 2FA app once it's set? Then why can't the same method be used to reset it now.

Megan

Hey @mummadrai, I definitely understand your frustration, and your need to access the folder in question.

However, please keep in mind that our agents usually have an approximate 24-hour window before they can review your case along with the info you've provided, and then reply back to you.

The best course of action would be to wait for Edgar's reply, and then share any info or worries you might have with him. I'm suggesting that, since we don't have the necessary account-visibility and tools here in our Community to help with that request.

If you need anything else, give me a shout.

mummadrai

Here's a thread on this forum where the issue was resolved:

2FA is not working and our account has been locked | The Dropbox Community

Or this one:

https://www.dropboxforum.com/discussions/101001020/inaccessible-account-due-to-lost-2fa-options-with-existing-support-ticket/827882/replies/828875

We are not talking about unencrypting the files, but resetting 2FA. From the many threads I've read on this forum, it has been done before.

I will wait to hear back from Dropbox support.