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Two step verification code not coming.

Hello there,
When logging into my account, the two-step verification code is not coming. "We sent a code to your number ending with xxxx" but no sms is received.
There is no device on which my account is open. So I can't remove two-step verification.
When I use the same phone number on another account, the code comes up.
I don't remember the security code either.
Your help is needed.

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Hannah

Hey @burakckrrr, thanks for reaching out to our Community.

If the SMS takes a long time to arrive or doesn't arrive at all, you might need to use an offline code generator.

Can you check this article for some more info on what you need to do?

Let me know how it goes.

burakckrrr

I can't login to my account. Two-step authentication gets stuck while sending sms.
I will remove two step verification if I can login to the account.
I guess I can't generate offline code without logging into my account.
It just sends SMS confirmation.
_____________________________________________
The account I'm having trouble with is not the account I wrote these on.

burakckrrr

i need urgent help

Megan

Hey @burakckrrr, sorry to jump in here!

As I'd like to help you out on this, do you mind if I send you an email so we can have a closer look there?

Thanks!

burakckrrr

It would be great, I am waiting for your help.

Megan

Any time @burakckrrr!

I've reached out to you via email.

Feel free to reply back as soon as possible.

burakckrrr

I sent an e-mail yesterday
I am waiting for your return.

aliabdelmoaty98

The two-factor authentication code is not reaching my phone
And I have tried all the available methods, but I cannot access my account. I want the message to reach my phone number

Hannah

Hey @aliabdelmoaty98, thanks for reaching out to us and sorry to see you're having trouble accessing your account.

I moved your post to this relevant thread.

Can you check my reply here, to see if it helps?

blurblobs_88

hi i need URGENT help on this, i tried to log in to my account but the system keeps prompting me for a 2FA code and i did not opt in for. I have not received any SMS or email messages and the loop goes on even after i change my password. please help urgently!

Jay

Hi @blurblobs_88, could you clarify the exact message you're getting when trying to login? A screenshot, while hiding any personal info, would help greatly.

Is it referring to a code sent to your email, and SMS message, or a code from an authentication app?

fcaco

Emails from dropbox reach the email address but the ones with two-factor authentication code do not. I have tried to follow the email advice received but have too many questions to resolve using email. I had a 30 minute phone call scheduled to talk with someone in Denver today and that never happened. I've been trying to sort our problems for a couple of weeks! I'm really getting frustrated. Just as I think I've managed to get someone to understand the many problems we're having, the "Ticket" is marked as completed whether it is or not! Eventually another rep gets involved and I have to start over. What can I do!? Are phone calls totally impossible!?

Megan

Hi @fcaco, thanks for posting here today!

It sounds like you're facing some problems with your two-factor authentication code, am I right?

Also, it seems like your case might have been escalated, and this is why the agent needed to take you to ticket. Can I ask for your ticket number reference, in order for me to have a look, and check the situation you're experiencing?

Keep me posted!

fcaco

Hello --

The ticket number for this case was Ticket #22035275: Re: DB: authenticity code

thanks for any help you can provide.

The problem we are facing is that when multifactor authentication claims it is sending a code to our email address [removed], it does not do so. We have checked the spam/junk folder, and we have refreshed our inbox but no email with a code is received. In addition, we have clicked to resend a code, and that has the same results.

Thanks

[removed]

[info removed per the Dropbox Community Guidelines]

Nancy

Hey @fcaco! Thanks for the ticket number you’ve provided.

I checked it in our system, and it looks like one of our support agents replied back to you, but the ticket was closed due to inactivity, as you didn’t respond back to them.

Also, from what you’ve mentioned it sounds like you’re unable to receive the 6-digit one-time Dropbox code to your email address, right?

Besides checking the spam folder of your email address, have you also added no-reply@dropbox.com to your email contacts? If not yet, please try to do so and then, to sign in to your Dropbox account once again.

Does that seem to help?

fcaco

I did try to reply. I called the phone number associated with a Dennis Gardner in Denver I believe. Left messages. Will try to add no-reply@dropbox.com to see if that works. I am also not sure how to get back to this thread of comments in Community. I see it says that the authentication is not reaching my phone. Should be not reaching my webmail.

Jay

Hi @fcaco, there shouldn't have been a number to call, unless you were the team admin of a Dropbox Business team.

After adding that email, could you try checking your spam folder as well to see if the email went there?