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I can't log in on my Android mobile app; the code I receive is getting rejected.

When I log in on my Android tablet, the newly sent code at the two factor authentication is recognized as incorrect. I tried it several times with a code that kept being requested again and again. At some point, when you try to log in again, it will be displayed that the email or password is incorrect. Then restarted the tablet and tried again - without success. What else can I do?

My device: Samsung Tab S 9 FE+

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Frank Doebbelin

Hello Nancy, after everything didn't work, I removed the device in www.dropbox.com and then logged in again on the tablet. Apparently no code was required this time. I was immediately logged in and can now use Dropbox on my device. Thank you very much for your help. Best regards.

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Nancy

Thanks for posting on our forum about this, @Frank Doebbelin.

To look into this further, can you send me a screenshot of what you see when trying to sign in to your Dropbox account, before and after entering the code?

If there’s your email address showing, please make sure to mask it first.

Give me a nudge, when you’re ready.

Frank Doebbelin

The error message is this:

Frank Doebbelin

Se below

Nancy

Thanks for the screenshots, Frank! If you’re not on a free Basic account with more than 3 devices currently linked to it, can you reinstall the Dropbox mobile app and let me know if you still receive the same error after that?

Frank Doebbelin

Hi Nancy, I did this before. I have Dropbox free Basic and I have 3 Devices connectet including my tablet. I use Dropbox since (I guess) 2006 this way

Frank Doebbelin

"before" means, I tried, if this will repair the problem. A few weeks before, I could use Dropbox from all my devices (Mobilfone, PC, Tablet)

Frank Doebbelin

I have a free Baxic account since 2006 or so. Since that time, I have connectes 3 devices. 2 weeks ago, Dropbox did well. Today it was disconnectes automaticly. I tried everything, also a new installing. So I did, what you recommended to me. After reinstalling I received the same error.

Nancy

Thanks for clarifying that, Frank. Are you absolutely sure there’s no typo when inserting your email address or password?

What I’d suggest as the next step, as a test, is to reset your Dropbox password and tell me if you can log in then.

Frank Doebbelin

The email address and password are both correct. Only after 5-6 attempts does the system think that the email address does not exist or that the password is incorrect.

In the various attempts I entered the code partly by copying and pasting, partly by typing directly - to prevent possible spaces being entered.

Next I'll try to implement your suggestion and then get back to you.

Frank Doebbelin

Before resetting the password, I wanted to enter "One-time access codes" on dropbox.com. It then asks for my password and then immediately displays the same pop-up window again asking me to enter the password. - ??? What's up?

Frank Doebbelin

I changed the password. I then restarted the tablet and logged in to Dropbox with the new password. That worked. The security code was sent - but after entering it the old error message appeared.

Walter

Thanks for the additional information @Frank Doebbelin - much appreciated.

If you're still unable to log into your account on your tablet, may we reach out via email to have a further look internally at this point?

Frank Doebbelin

Walter

I'm glad to hear it's sorted now and thanks for keeping us in the loop too, Frank.

See you around the Community and take care!