Child Item

Endless captcha on mobile app

Hello, need help!
Getting an endless captcha during login in my account.
On website it's ok, but in mobile app (android) it's just hangs.
Tried to reinstall.
Last tries got an error 'please contact support'.
Also have tried with login via email login link.
Help please

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Accepted answers

Megan

Hey @jovk, have you taken a look into your account's security page, just to confirm this is the case?

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Nancy

Thanks for posting this on the Community, @jovk!

Can you let me know what’s the exact OS version of the mobile device you’re using, as well as the app version of your Dropbox app?

If you can also send a screenshot of what you see on the login screen of your mobile app, that’d be great, too. Just make sure your email address isn’t showing.

Let me know when you’ve got more updates.

jovk

Dropbox version 292.2.2

Walter

Hey @jovk, sorry to jump in here, but do you happen to be on the Basic plan?

If so, have you made sure that you have no more than 3 devices connected to your account, including your Android device, as there's a limit you might be hitting?

If that's not the case, please let us know here and we'll reach out via email to investigate further.

jovk

Thanks for reply, yeah, it's basic, but in previous versions there was a notification about it, and then you can chose which device you want to deactivate, but now it's just an error.
So is this normal now? I guess it's not?

Megan

Hey @jovk, have you taken a look into your account's security page, just to confirm this is the case?

jovk

Thx for your advice!
Idk if this was the case, but in security page was an error on login with device and it's hangs, so I remove this device from list and after that I login successfully.

ayudanos2023

Hi:

When I try to login I must fill a captcha. After completing it correctly an endless rotating arrow appears and I cannot login.I tried many times and I obtain the same result. Please, help.

Txs.

Hannah

Hey @ayudanos2023, thanks for bringing this to our attention.

Have you tried the sound alternative, to see if that might be a bit easier to complete?

One thing I've also seen that helps, is to reset your password.

Let me know how it goes!

ayudanos2023

Hi:

I will try. Thanks for your help.