Not receiving verification code to activate 2FA

Thank so much, Hanah! I was able to do following your instruction. Great support!

By the way, how can I change the receiving verification code from mobile number to mobile app? I have old account with 2AF but now cannot access it because I do not receive the code via sms.

Hannah

Happy to hear that, Pham!

And you should be able to see the steps to receive a code via a mobile app in this article.

If you're still having trouble getting the code and you have a trusted computer linked to this account, you can also click on the Dropbox icon on the computer to access our website.

From there, you can disable two step verification, if needed.

Hi Hannah,

Thank so much for your help. However, because I did not receive the verification code vis SMS hence I cannot sign-in either on mobile or laptop to disable the 2FA. Kindly advise if you have any alternative solution.

Brgds,

Pham

Mark

@Pham

The only way to disable it without getting the code is to use the emergency recovery codes you were given when you set up the 2FA

Dear Mark,

Thank you for your advise. However, I've registered that account since long time ago and did not remember where is the emergency code now... Is there any alternative solution?

Tks and Brgds,

Hai

Mark

No, there isnt I'm afraid.

Basically you told Dropbox, and agreed to it when setting it up, that the only person who could access that account and that data was somebody who had the password and either the verification codes or recovery passwords. If they do not have that you told them to lock access - you cannot now get around this.

Hi Mark,

Yes, understand the situation and regulation of Dropbox but my question is why I cannot receive the code via sms? Have checked with my carrier and they confirmed that do not receive any message from Dropbox .

Tks and Brgds,

I am not receiving an SMS code on my phone number. I have a username and password for my dropbox account. Can I receive a verification code to my email?

Hey @JUEFS! Thanks for posting here.

Two-step verification codes can only be sent via text message or via an authenticator app that you’ll need to have installed on your mobile device.

Is this the first time you enabled 2FA on your Dropbox account or did you start having this issue all of a sudden?

Do you have any browsers that are still signed in to your Dropbox account? If yes, please attempt to disable/re-enable the feature via www.dropbox.com and let me know if that resolves the issue.

I don't have browsers. I have a device that can also receive confirmation, but it also does not come.

Why is the drop box not sending security codes to my device? The phone number is correct, but the codes do not come!!!

Google, Apple send codes and they come to my phone. Problemma only from your service.

Jay

Hi @JUEFS, if you're not receiving the verification code, could you try using the emergency backup code to login to your account to temporarily disable two-step verification?

Guys, are you serious? Do you think I haven't tried every possible way?

No codes, no sms. All I have is my phone number, my device, and my account username and password. I’ll ask again: Why doesn’t SMS with a code come to my phone???

Jay

It's possible there could be an issue with the SMS provider or the sending of the code itself. Just to clarify, does this mean you don't have the backup code generated at the time you set up the two-step verification?

I don't have a backup code. Everything is ok with the provider. SMS from google and apple and other services come.

Signing in with a notification doesn't work either. The device detects correctly.

Alright; in this case, I’d like to ask you to try something else.

Do you happen to have any other mobile devices that could be added as a backup for 2FA messages?

If you do, please add the backup phone number via your Dropbox settings, and let me know if you can receive the code to the backup device instead.

This will help narrow down the issue. If that’s not possible though, let me know and we’ll take it from there.

I can't add a backup phone number because I can't log in to my account

In this case, we can open a ticket for you and look into your Dropbox account for any other possible options.

If you’re OK with that, please let us know and we’ll get things started.

ok let's try

Perfect, @JUEFS.

I just opened a ticket for you. When possible, please reply back to it/let me know in case you can’t see it in your Dropbox email address.