When trying to login problem, problem show‘s up, Dropbox send a 6-diget code to my email account, this never received
I have several clients. Each of them has its own Dropbox Business Standard account.
Occasionally, I try to log in, and the account email/password is accepted, but Dropbox requests a 6-digit code we never receive in our mailboxes.
Of course, I checked Inbox and Spam folders, but nothing was there.
This happens from time to time, it's really annoying.
Now one of my clients needs to renew and was about to access the admin console to check renew dates, prices, etc and I cannot login.
Already open a ticket in https://www.dropbox.com/support but support is slow.
Suggestions?
Hi @Alexis G.1, thanks for messaging the Community.
Have they added no-reply@dropbox.com to their contacts list, in order to ensure that email goes through?
Is it possible that their business domains have blocked emails from the following Dropbox domains?
This will help me to assist further!
All Dropbox domains are whitelisted. This is not the issue. This is a very well know issue in Dropbox happening for quite some time now.
The same happened 2 months ago with one client and 7 months ago with another client.
Some configuration is missing in the account so the code is never sent as expected. I don't know why this adjustment are done in the Dropbox side because no one else have admin access, only me.
This has happened to me 2 times this year (different clients), same issue and Support fixes it in a minute. Support told me email was disabled in Dropbox. They fix it really quickly.
The mailbox is fine and Dropbox just doesn't send the emails with the codes. I'm trying to determine a pattern here and I believe this configuration issue happens when we have many months without login. I only login as admin when we want to renew or check something in admin console.
In summary. I try to access, email and password is fine, but the code is never received.
Thanks for the info. I'd recommend continuing with the support team for them to investigate this matter in more detail on their end.
Hi Nancy,
I managed to log in into dropbox support forum with my right email aadress that has problems recieving 6 digit verification code.Please try to send me an email.
All other emails are coming in nicely, except dropbox emails.
Thanks.
The problem is a ticket is opened but there is no follow-up at all. I sent the email hours ago, no response yet.
I just have the ticket number 22747831
I really don't understand why the technical support in Dropbox is so poor, especially considering it's a Business account. I've been unable to access my account for hours now, and there doesn't seem to be any real help available to resolve this issue.
Thanks, I've gone ahead and prioritized the ticket to expedite matters on your behalf.
Hey @SirliK, thanks for the nudge here. I've just sent you an email to look further into this internally.
Please have a look at your inbox and we'll take it from there.
Sorry to see that you're having this issue, @bgbogabi.
Can you check Sam's solution on this thread, to see if the info there helps you?
Hey there, @Jimi14, welcome to our Community!
Would it be okay for me to send you an email, in order for us to have a closer look into this?
Let me know more!
Hi @Megan Yes that is fine , could you send to [email removed as per Community Guidelines] please
Hi @Jimi14, I can only create a ticket using the email address linked to your Community profile.
It's not the same as the one you mentioned though. I just created the ticket on my end for you, I'll see you there!
I just saw your response, I'll get back to you asap @Jimi14!
I'm going to try very hard not to vent so here goes.
Once again I've been having difficulty logging into a business account (which I manage for a sports club). I go through the motions of "checking the cat in the box/checking the traffic light etc" and I get to "we're going to send a 6 digit code to the registered email address" which never arrives (no it's not in junk). So you get to this useless Chat Bot which prompt a question and my response is "I can't log in" which just goes around and around and tells me I need to login to a paid account (dah!!). Then I try to raise a ticket which tells me they'll get back to me within 24 hours which is no good to me at all. I've searched for a phone number but that is just as pointless. The only glimmer of hope is a delayed response from the Facebook page. What I need is some method to get even a modicum of support from DropBox that I can rely on. In the mean time, my client is waiting patiently for me to sort their problems out. So I guess my question is "what can I do? I'm dead in the water (again)".
I’m really sorry to hear about this, @daylef.
For how long has this been going on? Is this the first time that you’ve tried to contact our support team, or did you manage to log a ticket with them in the past?
If the latter, can you please send me any ticket numbers you may have, so that I can look into this?
Hi Nancy
I haven't created a support ticked as I can't log in. Previously ticket #22754874 was created. On that occasion it was a remote laptop (Team Viewer). I've tried to contact via Facebook but that isn't particularly successful other than to pass the problem to someone else. I should probably add that I responded to you via email as I couldn't log in via user and password as it directed me to the emailed 6 digit code. The only way I could log in was via Google which was also convoluted but successful. I have since contacted Telstra (Bigpond email provider and if you're not from Australia you won't understand how ineffective they are) to see if there was some reason they may be blocking the code email but the default answer is "they'll get to me in 3 to 5 days".
The issue is the lack of ability to get help when needed. That and other issues has forced me to evaluate other providers as I have clients who are relying on me.
Hope you can help
Dayle...
Hi @daylef, sorry to hear about that!
I was able to locate your previous ticket number, and it seems that our agent got back to you.
However, the ticket was closed due to inactivity, since you didn't respond back to the agent working on your case. I opened a new one for you, and I'll see you there.
Thanks a bunch!
The reason I didn't respond is that I can't log in (it always prompts me for a 6 digit code that I never receive). What I have discovered is that I can sign in through Google but that is convoluted in that I have to sign out of my default account and into this one. Then of course I have to reverse that when I'm finished.
Is there any chance of someone responding. I was told a new ticket was opened but we seem to have come to an abrupt end.
Dayle, I checked our system, and I can see that you recently replied back to our support agent. Please give them some time to review your case, and they’ll get back to you in the same email thread.
OK will do. What is a reasonable time frame for a response from support bearing in mind I'm unable to contact them directly?
Hey @daylef - sorry to jump in here, but I just wanted to mention that you can see all about our support team's response times in this Help Center article.
I hope this helps a tad and let us know if you have anything to add in the meantime.
Thanks Walter
However. While Drobox Family would offer enough tools for me to get some support, the fundamental problem was I couldn't log in, hence the subject title. Without that, I cannot get Community Forums or Live Chat. Email did function but not terribly responsive or contiguous. My position is to offer IT support for a sports club and I elected to include Dropbox in their document archive and live data. While the archive access is not necessarily an immediate problem the live data certainly is. If I'm unable to provide adequate service to them, my only option is to change plans yet again or review our options with Dropbox entirely. My general opinion of Dropbox has certainly diminished in light of all this.
I have a work account and a personal account. I want to share a folder in my work account with my personal account, but I never receive the confirmation email no matter how many times I try. The address is correct. I have checked my junk/spam folder multiple times. What could be going wrong?
Here's further detail—more than is probably necessary. My work computer died. With it, I lost the login credentials for my work account, so I created a new work account. When I tried to share a folder with my personal account, I was asked to enter a six-digit code that would be sent to me by email. The email never arrived, though I asked for it to be sent several times. I checked my junk/spam folder as well. I created a new personal Dropbox account with a new email address, but when I tried to share from my work account to that account, I had the same problem. The email never arrives. The addresses are correct. I checked multiple times. It didn't go to my spam folder.
My personal Dropbox accounts are on a 16-inch M1 MacBook Pro running macOS 13.5.2. I access the Dropbox website with Safari 16.6. My work account is on a M1 Mac mini running macOS 12.3.1.
Hi @crchapin, thanks for bringing this to our attention.
Are you using a public email provider, or a private or business domain for your email address?
I'm using an email account hosted under a personal domain. (The email for the work account is hosted under my organization's domain. The Web host for both is Hostgator in case that makes a difference. Both domains are on shared servers.)
Hi @crchapin, can I send you an email, in order for us to have a closer look into this?
