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Mobile Authenticator not working

Using 2-step verification, I've recently tried switching from receiving texts to using the mobile authenticator. However, the latter is not working.
I'm getting 'invalid' code when i try to input the code generated. How is this possible?
Is there no other way to use 2-step authenticator without having to resort to texts?

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Accepted answers

Laureline

Hi Brooke and Kelly!

Unfortunately, due to our security policies, if you don't remember your password and no longer have access to the email address registered to your Dropbox account, we have no way to help you regain access to that account.

If it's possible, we recommend that you contact your email service provider to regain access to your email account, and then request a new password.

However, you may be able to transfer the files in this account to another account in one of two ways:

Method A

If you still have access to a computer with your Dropbox files on it, you can transfer the files to another Dropbox account you've created by unlinking and relinking the Dropbox desktop application to the new account.

To do so, please follow the instructions here:

https://www.dropbox.com/help/25

Method B

If you still have access to a smartphone with the Dropbox app on it and access to a computer, you can transfer the files to another Dropbox account by using the remote installation process.

To do this, please go to the mobile app and do the following:

1) Tap on the “Settings” tab.
2) Tap on “Link a Computer”.
3) Follow the instructions that appear on the screen.
4) Once you've scanned the QR code, you'll be automatically logged in to your Dropbox account. The desktop application will start to download to your computer and sync all files on your Dropbox to that computer.

From here you can follow the instructions outlined above in Method A to merge your files with your new account.

Please make sure that you're not using a public computer to carry out this process, as doing so will download your files to the computer.

I hope this helps!

All comments

Mark

Is the timezone on your account and phone correct?

And no, its texts or mobile authenticator I'm afraid

Daniel J.8

how to i set a timezone on my account? The authenticator is working fine for Google, Microsoft accounts. Only dropbox gives me 'invalid code'

Vedran L.

I am having the same issue and it drives me nuts.

I have multiple times deleted the authenticator app and installed it and scanned the barcode and it still fails when asked to enter the number shown.

It works on every other account, except Dropbox. It used to work on my first phone, but I never got it to work when I switched to iphone 6.

Please help!

Vedran L.

... and just to add I use the authenticator on the iPhone 6 and from there I copy the code and enter it in the DropBox app on the same phone.

So no TimeZone difference there as suggested earlier.

Daniel J.8

Vedran, i took this problem directly with Dropbox support and what worked for me was simply removing and re-adding the dropbox service to the authenticator. Then i was actually able to use the code.

Vedran L.

Thanks. It worked!

Ow S.

hello

Yvonne R.3

How do I update my email address?

Laureline

Hey Yvonne!

You can read the instructions on how to update your email address here:

https://www.dropbox.com/help/202

Hope this helps

Petrache D.

Hello,im having a problem and I cannot access my account.I have a email address with. Com and I have made by mistake with. Ro and now I cannot enter or know the password. What should I do?

I have alot of memories there... Please help me..

Thanks

Kaz

Hey Petrache! Do you have access to this account via a mobile device or a linked computer?

JackieandScout

I can't sign in as the code isn't arriving on my mobile. I have my mobile here in my hand, but no code is arriving. The verification code, apparently I have one, I must have totally forgotten.

And now?

Kaz

Hey Jackie! To sort your issue out you will need to speak with our support team. Can you please go through this workflow (it will ask for information to make sure we have all the information needed to help):

https://www.dropbox.com/support

Leonardo O.1

Quem e vcs

Laureline

Hey Leonardo!

Anything I can help you with?

joker-2 j.

Не приходит смс с кодом безопасности на телефон.?????

brooke l.

Im trying to access a separate dropbox account. I have my email address for it, but I forgot the password and can no longer access the email it connects with. How can I access my documents?

Kelly M.23

My email address needs to be updated as I don't have access to it anymore. Unfortunately I've also forgotten my password (I never sign out on my laptop). How can I change both my email address and password at the same time?

Laureline

Hi Brooke and Kelly!

If it's possible, we recommend that you contact your email service provider to regain access to your email account, and then request a new password.

However, you may be able to transfer the files in this account to another account in one of two ways:

Method A

To do so, please follow the instructions here:

https://www.dropbox.com/help/25

Method B

If you still have access to a smartphone with the Dropbox app on it and access to a computer, you can transfer the files to another Dropbox account by using the remote installation process.

To do this, please go to the mobile app and do the following:

From here you can follow the instructions outlined above in Method A to merge your files with your new account.

Please make sure that you're not using a public computer to carry out this process, as doing so will download your files to the computer.

I hope this helps!

Philippe R.15

Hi, set up 2F on several dropbox accounts with the authenticator app. Did not set up mobile. Phone reset, no code, no text.... Managed to save 1 account through trust this computer. How do I prove and to whom I own the other accounts to unlock them or if not authorized I delete them ? Thanks

Mark

You cant Philippe.

You set up 2F security to stop people doing exactly that. You cannot now circumvent that security.

Amy R.15

Two questions -

I'd like to remove dropbox from my iphone. When I try to delete the icon, a question pops up which asks whether I want to delete all data. I just want to confirm that if I delete dropbox from my iphone, my dropbox on my other devices will remain intact.

Also, I want to protect against losing my iphone, and not having access to my security code (two step process). The instructions provide that I would need my emergency back-up code. If I don't have that code, how can I reset it?

Thank you.

Amy

Ales Z.

Hi,

I am continuously receiving Authentication SMS to my mobile phone even though I am not trying to log into my dropbox. During the past 24 hours it is more than 300 SMS and new are still coming. How to contact dropbox for technical/security help?

Ales

Kaz

Amy

If you don't have access to your backup codes nor have access to your phone I'm afraid there is no way to gain access to your account. The system is setup so that the codes are a backup to you losing your phone. Otherwise you should be able to use your phone to gain entry into your account.

As for uninstalling the iOS app, this should have no impact on your account. Just uninstall the app as you would a normal iOS app.

Ales

You should contact support directly here: https://www.dropbox.com/support

erik c.6

hello some oen help my email acc aasociated to my dropbox is bloqued and dropbox now needs me to change to a new pasword but i cant get to mi email account need help i need it urgently

Wendy K.9

Hi, I am currently signed into a Dropbox account with my current e-mail address, however, I had an account previously under the same name which I started when I first got my phone. The phone set up included giving me an email account and Dropbox account (I think the email was g-mail) and then a few months later, the phone had Samsung sudden death syndrome and had to go back to the factory. It came back empty of all my photos. Since then I have once managed to find my Dropbox (with photos and videos of my dog who died from cancer) but lately I have tried again and cannot locate it as it keeps asking me the email address it is linked to and I don't actually know it. Is there anything I can do - contact Admin etc. to get access to those photos and maybe get them transferred into my new dropbox account???

Kaz

I'm afraid if you don't know which email address was on the account, there is no way for us to recover the files. I would recommend trying to sign into different email address you have to see if you were signed into a Dropbox account under that address. You can reset your Dropbox password if needed here:

www.dropbox.com/forgot

Fani S.

Update:

So, the solution was to set the correct Date/Time/Timezone again on my old mobile phone (with the installed Authenticator) - and the generated code for the 2-Step was accepted. Phew!

Hi,

as so many others I am currently unable to access my dropbox (my primary PRO-Account - f.schoinopoulou@gmail.com).

- I bought a new mobile phone, but forgot first to deactivate the 2-step-authentication (via Authenticator app) and to reactivate it on my new device.

- My mobile phone number has remained the same, though.

- In the meantime my home computer with the Dropbox app "died". The hard disc doesn't work anymore and I simply cannot get the computer to start.

- Today at work I reactivated my old mobile phone (with the active Authenticator app) to sign into my Dropbox-Account via the website. I used my email-adress, my password and a code generated by the app, but I always get an error message: UNVALID CODE.

- I tried that several times but always got the same error.

- Unfortunately I am at work and I cannot access / use the special-emergency-back up code - because it is only documented on a screenshot I took - on my home computer which I cannot start...

- I tried to sign in a last time and requested a SMS to my mobile phone number (which has not changed), but again I got an error: Not possible to send SMS.

Can you please help me to recover my Pro-Account? I need it for my work. Thank you.

joaquim p.1

Hello can you help me? I am not able to reset my dropbox password, i tried trough the automatic recovery and it tells me to contact the administrator i have a personal dropbox account

Petter R.

I am not receiving two-factor verification SMS anymore; no error message, texts just do not arrive. Other SMS messages works fine. I see you suggest I can turn it off in various ways, but I do not want to turn it off.