My paid Plus account is locked out by two-step verification

Question

I'm posting from a different account because my paid account is the one I'm locked out of.

I'm a paying Plus subscriber, locked out since February 25, 2026, when two-step verification was switched to an authenticator app that has never produced a working code. No backup codes, no backup phone, no signed-in device. I have the password. My first ticket (#26100971) was closed after three copies of the same article. Could a Dropbox staff member escalate this to the account recovery team?

Mark · Answer

No backup codes

You will have had them. Have you tried searching for them? You cannot activate 2FA without agreeing you've downloaded the files.

Could a Dropbox staff member escalate this to the account recovery team?

Previously there has been instances of it not being recoverable, it is possible this is the same scenario.

Jay · Answer

Hi @dmedinets, thanks for bringing this to our attention.

In order to look into this matter in more detail, I've sent you an email, please could you reply to it when you get a chance?

In the meantime, if there's anything else we can assist with, feel free to reply back here!