I am trying to add a recovery email address, but I get to the point of entering the verification code that is emailed, I get an error message stating “Something went wrong. Please try again.” as soon as I type the last number.
Thanks for the post, @Chaz54! That’s interesting, indeed. Have you tried following the same process, but from a different browser this time? If you’re receiving the same error message again, I’d like you to copy and paste a screenshot of it here. Instead of typing your code, can you try to copy and paste it from your email instead, and let me know what happens then? Keep me in the loop for more updates.
I’ve tried it in three different browsers, I’ve tried it in a private browser window in Safari, and I’ve tried it on both my iPad and Mac Studio. Attached is a screenshot of the error I get as soon as I type the last digit of the code. So I don’t even get to the point of
Disregard the incomplete last line of text. I was trying to replace it with a statement that I have tried typing the numbers and copy-and-pasting the numbers and still no difference.
Hey there, @Chaz54!
Is it possible that the email address you're trying to add as your recovery one is associated with a Dropbox Sign account?
You can either delete your existing Dropbox Sign account or change its email address to free up the address for reuse. To change the email address associated with your Dropbox Sign account:
-Log in to Dropbox Sign. -In the top right-hand corner of your browser, click your avatar (profile picture or initials). -Click Settings from the drop-down menu. -Click the Profile tab. -Click CHANGE EMAIL ADDRESS. -Enter your new email address, then click Save.
To confirm the change to the email address associated to your Dropbox Sign account, complete the following:
If you’d prefer to delete your Dropbox Sign, follow these steps.
Let me know if that fixes things, or not. Thanks!
I’ve never used Dropbox Sign, so this should not be an issue.
Could it be used on a second Dropbox account then, @Chaz54?
Can you open a different browser or a private browsing window and try to log in to the Dropbox website with it?
If you click on the "forgot password" option and an email to reset your password does come to that address, it means it's being used by another Dropbox account.
Let me know what you find.
Tried your suggestions and it is not used elsewhere.
FYI… I also tried using a different email address for the recovery email and I got the same error message.
Thanks for the additional details; really appreciate it. It doesn’t take more than 10 minutes to receive and enter the code to the Dropbox website, right? I also had a quick look in our system, and I can see you’ve been in touch with our support team in the meantime. I’ve left them an internal note on your behalf, so that they can also see our convo here.
No it doesn’t, it’s always been within a minute or two.
I replied to their email with a copy of the convconversation also.
Alright, thanks for confirming! In this case, I recommend waiting for the next email from our support agent. They’ll investigate this internally and guide you to the next step.
