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Dropbox is asking for a 6-digit code, but I don't see it in Hotmail.

This problem happened last year when I returned to the US. I lost access to Dropbox on my Macbook Air and iPhone,and I have my login email and password but Dropbox is just not forwarding the verification code to my hotmail account. Last summer, I had a similar problem and managed to get someone on the phone at Dropbox to help restore it.

This is an older (not regularly used) account that I have valuable items stored in. The recovery questionnaire apparently wanted ALL the questions answered correctly.

My real name is on the account. I know I can name plenty of files that are inside the Dropbox account. I have my passport and ID, and there are photos of myself in that Dropbox account (which match my ID).

If I can speak again by phone with someone, I should be able to regain access. I can pay for one of the services if that is a barrier.

I just really want to regain access. (I also want to finally turn off 2-step verification once and for all. I thought I'd done that last summer but here it is blocking me again. Hotmail seems to not like verification codes.

This happened now because I bought a new iPhone recently and all my saved passwords failed to port over to the new phone.

Device

iphone 16 plus, Macbook AirP

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billermo

Just to clarify: This problem happened once before and was fixed LAST YEAR, but now it has just happened again when I just got a new iPhone.

Nancy

Thanks for your post, @billermo, and I’m sorry to hear about your issue.

I don’t believe this is related to two-step verification (since you mention it towards the end of your post), but rather the one-time security code that Dropbox sends every now and then for security purposes (I’m afraid that this can’t be turned off).

I’m guessing you’ve done so already, but can you double check the spam folder of your email address (the one linked to the Dropbox account you can’t access) and let me know if anything appears there?

Other than that, I’d like you to make sure that no-reply@dropbox.com has been added to your email contacts, and wait a few minutes before trying to re-send the code.

Keep me posted for any updates.

billermo

I just checked the spam folder in the Hotmail account -- there's nothing from Dropbox in there. Just a few things, none of them from Dropbox.

I just added no-reply@dropbox as a Contact in that email account, and I even sent an email to it (yes, I know it won't be delivered or even seen).

I just tried one more time, maybe 15 minutes after adding the no-reply contact, and again no verifying email arrived at my hotmail account. There is a message from Dropbox that "we sent a code to bXXXXX@hotmailcom... Enter the code to continue."

I can try again in a little while to make sure this added new contact has had a chance to take effect.

Thank you

Mark

billermo wrote:
If I can speak again by phone with someone, I should be able to regain access. I can pay for one of the services if that is a barrier.

Just to clarify phone support is only available for paid Business users. It doesnt work on a trial. Be careful phoning services online that say they are Dropbox as they arent.

billermo wrote:
This is an older (not regularly used) account that I have valuable items stored in. The recovery questionnaire apparently wanted ALL the questions answered correctly.

How long ago did you last log on? Was it over 12 months?

billermo

When you say "log on", what exactly do you mean? Do you mean to type in my password to sign in?

Well, I always kept my Dropbox open on a tab, or almost always. I had to regain access to this account last summer (July) when we moved to Michigan (from Vietnam), and after I regained access, I had Dropbox open on a tab for most of the time since then (we moved to Seattle in December, which is where we live now). Since December, I've closed the tab and reopened it from time to time -- and I have (had?) the sign-in details saved so it'd open up to my account. I'm not sure if that is the same as what you call "log on". I'm sure I've opened files and clicked through the folders since last July. If you want to know when I actually signed out and signed back in, then that would be when we were in Michigan. I think I regained access in July or August 2024.

The password I'm trying to use now seems to work and starts you guys off to send a verification. I'm using the exact same laptop now that I've used since before COVID.

By the way, I jsut tried signing in again, and Dropbox again said that it sent a code to my Hotmail address but there is no email there. I checked Junk Mail too. It's just not working.

Hannah

Hey @billermo, I think that at this time, it'd be best to reach out to our support team for further assistance.

You can do so by opening this link from a private browsing/incognito window, entering your details and sending your request.

Let us know once you have your ticket number!