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Where do I see the login prompt on Dropbox Passwords?

GabrielT

I'm trying to login to my Dropbox Passwords –

Dropbox Passwords and I'm getting this message when trying:

Check “Chrome Mac OS” for a notification

Let’s make sure it’s you and sync any passwords you already added.

We’ll finish setting up after we get your approval on Chrome Mac OS.

Where do I find this notification???

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Jay

Hi @GabrielT, thanks for messaging the Community!

When you sign into the Dropbox Passwords app, you'll get notifications on any other connected devices in order to login on that current machine.

From the description, this would be a Chrome browser running on a Mac device you've signed into. Could you check the device and see if the notification has popped up?

Keep me updated with any progress!

GabrielT

I'm not on the DB app but on the browser – no notifications of any sort have popped up?

Nancy

Hey @GabrielT! Just to clarify, did you open the Dropbox Passwords extension on the device you first set it up on, and there’s no prompt to verify your new device there?

What about the recovery words Dropbox sent you, when setting up Passwords? Do you happen to have them, by any chance?

GabrielT

Yes – I set it up the extension in Chrome browser on my computer. In the apps menu of my personal account it says it's is connected.

I've received no recovery words?

Megan

Hi @GabrielT, upon setting up your Passwords, you should have been asked to keep a note of your recovery words.

Can you please clarify if you have access to a device that you previously connected to your Dropbox (Passwords) account or not?

Also, could you maybe clear your browser's cache or try another browser and let us know how it goes?

If the issue persists, please send us a screenshot so that we can have a visual too.

GabrielT

I don't recall getting any recovery words.

The Dropbox Passwords extension is only connected to one computer – the regular Dropbox is connected to several computers.

I tried clearing the cache as well as adding the extension in the Safari browser but it gives me the same message:

Check “Chrome Mac OS” for a notification

This is very strange. Of what would you like a screenshot of?

Jay

Without the recovery words, or the notification prompt on a device using Chrome, it wouldn't be possible to recover your Dropbox Passwords account.

GabrielT

I don't care about recovery words.
All I want is to get access to the supposed notification – where will it be found???

This is absolutely ridiculous.

Megan

Hi @GabrielT, have you made sure that Chrome is up to date while we speak?

If you open Google Chrome on your Mac, can you ensure that the Passwords extension is there, and running? Can you also send me a screenshot of the Check “Chrome Mac OS” for a notification message you receive?

Roarschouten

I got the exact same problem. I can't reach anything anymore because of this stupid security notification that is not showing up.

Did you got it solved?

Megan

Hi @Roarschouten, welcome to our Community!

Have you tried clearing your app's cache, and also making sure it's fully up to date?

If you could also ensure that the Passwords extensions is running on your browser without an issue, that'd be amazing. If the issue persists, feel free to send me a screenshot of the message you get on your end.

Keep me posted, and we'll take it from there!

Roarschouten

Hi Megan,

Thank you for you reply!

I have also contact with support at the moment, but I am in quite a hurry because I can't acces anything for almost a day.

See my situation below, maybe you can help?

My browser and dropbox are up to date
I tried both safari and the chrome extension
I have access to my global dropbox account.
I have notifications turned on
I am using Dropbox Password for a long-time (so I am not opening a new password account)
When I open Dropbox Passwords it connects to my dropbox account
I get an extra security screen where I suppose to get an notification to proceed in to my account. (see screenshot)

The problem

The notification to proceed doesn't show up anywhere. The only thing I need is the notification.

See screenshot below. (the blue link also doesn't work, just a "#" where it links to) So it seems like there is a technical issue.

Thanks in advance.

Megan

Hi @Roarschouten, thanks for the added info!

Can you also share your Support ticket, in order for me to locate it on our system?

Roarschouten

Ticket #22663815

Jay

Hi @Roarschouten, thanks for the ticket ID, I've gone ahead and prioritized it to expedite matters on your behalf.

Regarding the notification, the message tells you that you should've got a popup on Chrome running on a specific Mac OS device. This will not be the same Chrome browser, if you're already using it, since it has to send the notification to another device or browser for security reasons.

Additionally, do you have the recovery words in order to recover your Dropbox Passwords account?

Roarschouten

Hi Jay,

Thanks for your reply!

My Macbook is the only place I have Dropbox Passwords installed. So there is no other device connected to Dropbox Passwords.

I have the Dropbox app installed on my phone but not Dropbox Passwords.

I also don't have recovery words. But there has to be a solution to get my passwords back right? (Sms message, email check, whatever)

It is not that I don't have access to my dropbox account or email. Again you guys ask me for an extra notification that is not showing up. And because there is no other device connected I am **bleep**ed now.

I really don't understand why you would design it this way. Horrible user experience.

This is the second day I can't work because of this.

Can we please check together if there is another solution to get it back?

Hannah

Hey @Roarschouten, I understand your frustration with this and I've made sure to pass your comments along to our team.

I can also see that you have an update on your ticket from the agent working with you, have you had a chance to take a look?

I would suggest replying back to them with the requested info, so they can assist you further.

Roarschouten

Thanks Hannah, will do that! 🙂

Hannah

Great! If you need anything else, let us know, @Roarschouten.

Have a great weekend!