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Need help accessing my account due to 2FA, and security one-time code.

Hello everyone! I am having the same issue as many people have had, but I am having no luck in getting it rectified and dropbox will not return any of my emails.

I had two devices authorized on my account. My desktop computer and my phone, both had access to my dropbox. The email I had attached to the account, was for a business that was purchased and absorbed, so those email addresses were replaced and we had no access to them any longer. My devices however still had access, and I thought I had changed the recovery emails to my new email, and apparently that is the case. I needed a new phone, and of course the device wasn't recognized, so it said it sent the one time code to the other devices. I went to check on my desktop, and windows had performed an automatic update and had restarted the computer and I was unable to login there as well suddenly. I tried answering all of the questions via the recovery page, and it says that some answers are incorrect, and since I set the dropbox account up in 2017 I may have some of the dates wrong, I just don't recall exactly, but I thought I had them right. So as it sits, my desktop cannot access it, despite previously working for 7 years and is a recovery device, and my new phone cannot access it because I need a recovery code. I traded the old phone in for a credit and completely forgot about the 2fa, until it was too late. Honestly I don't even recall adding 2fa on dropbox, because I never would have, but maybe it is a default setting, I guess I don't know.

I am a technical support specialist, and I had over 30 years worth of technical data, error codes, manuals and many other items that are irreplaceable. I even emailed dropbox to try and upgrade my account so I can use that account as a technical database for all of our technicians to utilize remotely in the field, but nobody will respond to me. I am at a loss, because this information is all of my personal stuff and is no longer available to me and I need it badly. If someone has a suggestion, I would greatly appreciate it, thank you.

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Account Access

Two Factor Authentication

Comments

Megan

Hi @longball75, sorry to hear about that!

I did some digging in our system, and I was able to locate a ticket number of yours that ended up in our unmonitored inbox that will not be answered by our support team.

However, it looks like one of our agents replied back to your initial request that you made mid June. They asked for some additional info, but it looks like you never got the chance to reply back and the ticket was then closed.

Did you have the chance to review their reply? If not, then can you check your spam/junk and see if you can find it there?

Let me know more, and we'll take it from there!

longball75

thank you so much for the reply. I did not receive any correspondence from an agent that I am aware of. I have checked my spam folder as well and did not see anything in there either. I am not sure which email they may have used but the [email removed as per Community Guidelines] one is the one the dropbox is attached to, however that is the one I cannot access since the purchase of our company. The email address I use now and I thought I mentioned in my correspondence is elevators.***** @gmail.com. I didn't actually put the email address in this forum, but I will if need be. Thank you.

Megan

Hey @longball75, thanks for the speedy reply!

No need to publicly write your email address here. It looks like your Community profile is linked to this email address.

This is also the address I used in order to locate your existing ticket number, and the one you used to reach out to us.

Can you try to contact Dropbox Support once again? I'm suggesting that, since this might need some account-specific investigation and information.

If you open an incognito or private window, where you aren't logged into any Dropbox account, you can submit a ticket via this support page.

Once you've sent your request, feel free to send me the number, in order for me to locate it on my end. Having said all that, if you come across an issue, I'll be more than happy to reach out to you instead.

Let me know more!

longball75

Thank you. I submitted another ticket via the link you provided. I certainly understand and appreciate the additional steps needed for authentication. The ticket number is 25294017. I am really excited to get some help. Thank you again!

Mark

Hi @longball75

Its probably worth looking as well as how you can recover it elsewhere because Dropbox often wont remove 2FA on an account. Most recently here.

If you have it set up you should be able to use the recovery codes given when setting it up to get around it.

If its actually the email confirmation to log on and not 2FA its worth checking out this page - but again, often you cannot regain access.

Hannah

Thanks for the ticket number, @longball75.

I can see that the ticket is with the appropriate team.

On my end, I passed your comments along and raised the priority of your ticket, so you'll be getting a reply really soon.

longball75

I went through something similar last time I purchased a new phone, but I think since my laptop was still signed in, I was able to acquire the 6 digit code through there. I swear I changed my contact info for recovering passwords and secondary devices but I must not have, as none of those emails or devices are getting any texts. However since my desktop had done a reset after an update, dropbox was logged out of, and dropbox isn't allowing me back in through my desktop either, that is asking me for a 6 digit code also, so I am literally between a rock and a hard place.

longball75

Thanks Hannah. Everyone has been a great help to me today and I really appreciate it.

Hannah

Happy to help, @longball75, and I hope you'll get to the bottom of this with the help of our support team.

Have a great day!

longball75

I haven't heard anything yet, any idea what the expected time frame may be?

Hannah

Hey, @longball75!

You can see our support team's response times here.

I hope this helps!

longball75

Thank you. I wasn't trying to be pushy, just curious. I appreciate the response!

Nancy

No worries, @longball75! We’ll be here, if you need something else.

Longball75

It took awhile, but we finally got it figured out. Thanks everyone for the help, much appreciated!

Hannah

Thanks for keeping us updated, @Longball75 !

I'm glad to see that your issue was resolved.

If you need anything else, let us know!