Hi,
I am facing the same issue.
Ticket #20977317: DB: cannot access my account
Thanks for the ticket number, @LoanTran.
I apologize for the inconvenience, but as these are security matters, we need to be extra diligent and take them very seriously.
However, I can assure you that the team is looking into the issue for you and they will be in touch the soonest possible.
Hi Hannah,
I want to give you more information that I have full login information including login email account, phone number and backup phone number. I can't sign in because I didn't receive the step 2 verification code message to my phone. I can even provide the exact names of files and folders that have been uploaded to dropbox.
I have a dropbox account that I have been using for over a decade, but a few months back switched to google driver as my primary data backup and didn't pay much attention to my dropbox account. I had 2FA turned on my dropbox account and had dropbox logged into my phone and personal laptop.
Just 2 days back I switched to a new personal laptop. I cleaned out all accounts and data from my old laptop as I'll be giving it out in an exchange offer. Now, basically I'm logged into dropbox just on my android phone.
I am trying to login to Dropbox on my new laptop, but for 2FA, dropbox is neither sending OTP (is says sent, but none received) to my phone (same phone number), nor sending any prompts to approve. Unfortunately I never backed up the dropbox security codes either. I also don't see any option to disable 2FA in the phone app, or any other way to bypass the 2FA or get support. So, I am just stuck with dropbox access on my phone now, which makes it pretty much useless for me.
Thanks @LoanTran.
If you have any additional info to provide, you can forward it to the ticket, that is already with our support team, who are assisting you.
They'll get back to you as soon as they can!
Hi @tintiniitk, I’m sorry to hear you’re having this issue.
Have you perhaps already opened a ticket with our support team about this? If not, please go here (while not logged in to any Dropbox account) and try to submit a support ticket.
Feel free to send me your ticket number afterwards, and I’ll assign your case to an agent.
Thanks!
Hi
If any of you do get these problems resolved I encourage you all to complete their feedback doc that arrives soon after they close your ticket rather than deleting it in annoyance. Some how feedback needs to get into the system that the lack of support and understanding is incredibly frustrating to us trying to get on with our work. One response every few days is appalling.
no doubt this text will put me up another level! woopdidoo.
Welcome to the club, @tintiniitk. I was lucky enough to still have a PC with Dropbox active and was able to access the web to disable 2FA. I continue with it deactivated, since I don't trust it and also Dropbox has not yet recognized the failure of the 2FA system. Arrogance or ineptitude?
I have had this issue since last week and not solving yet I need support
https://www.dropbox.com/support/ticket/21095271
Hey Nancy,
my account has 2FA and after typing the password I didn't receive the security code, the problem from last week I opened a ticket with support, and still, the problem has not been solved yet.
thanks for your support, and appreciate
Ticket #21095271: DB: Not Receiving a two-step verification code
Hey @Eman maksoud! Sorry to hear you’re having the same issue.
I was able to locate your ticket in our system, and I’ve left an internal note to our team. They should get back to you as soon as possible and check this further.
If you need something else, feel free to ping me.
Nancy,
I have been locked out of my primary account since SUNDAY, FOUR DAYS with no access to ESSENTIAL files.
TICKET NUMBER 22002265.
I Do not get updates, I CAN NOT get a manager escalation, I can not phone in. We used DROPBOX for years WITHOUT issue, Now I have to consider moving ALL of my clients to another platform that has reliable support.
Can you ESCALATE my issue ASAP to access my account.
The exact error is
Two-step verification text message couldn’t be sent. <a href=“/help/364”>Help</a>
My log in account is in the case ID.
I am DESPERATE and NOTHING I have done in 5 days to get support to resolve has worked. It has gone to "it has been escalated" 5 days ago to me being GHOSTED with ZERO updates and ZERO resolve.
Walter.
Hey @YALCHIN, thanks for reaching out and for giving us your ticket number.
After looking into it, I can see that you have received a reply from our team, so make sure you check out the info they provided there.
Dear Hannah,I am also facing this issue when I try to log into my account on the web browser.In fact, most of the dropbox accounts that I am administrating ( I am the IT administrator for my company's dropbox accounts) faced the same problem when I tried to login using the web browser. It is an intermittent problem which states : Two-step verification text message couldn’t be sent. <a href=“/help/364”>Help</a>My ticket number is Ticket #23092488: DB: 2 Step verification Please assist, thank you!
