Child Item

I used two-step verification on my account, now I can't log in to the account

Dropbox Plan
(using the plus plan
Are you a Team Member or Admin?
admin
Do you have access to the email linked to the account?
(Yes
Are there any devices connected to your Dropbox account?
(Phone, laptop)

Question or Issue
I made a dumb error. I decided to try a 2 step authentication app and use it for better security. I lost all access to my dropbox because I had no clue what it was doing I guess. I am using a new basic account just to get on here and try to get help with my other account. I am scared I LOST EVERYTHING. that account is locked out on desktop and my phone app. I made the account last year and never got any kind of emergency code in case of lock out. I did send a message to drop box but based on what I have read here I see some people get help and some don't. Can someone here please give me some advice. also if I Never can get in again how do I ensure that everything gets deleted so no one else will be able to access it?

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Comments

Jay

Hi @sue12, thanks for bringing this to our attention.

In general, if you activate two step verification, there would've been backup codes provided in order for you to save elsewhere. These would help you to log in to your account in these situations when you lose access to the verification method.

Have you tried the steps on this page in order to regain access to your account?

This will help me to assist further!

sue12

Hi, thanks for the response. Initially it was set up so that I got an email every time I logged in with a code to enter, so that is the 2 step I had originally. the mistake is I decided tonight to use the authentication app and do it that way. I will look at the page you linked and circle back

sue12

Okay, I tried the steps. cannot sign in app on laptop or phone and so on...checked the authenticator app, nothing. im lost

Jay

Thanks for the info. I’d recommend getting in contact with our support team directly to look into this matter in more detail.

You can do this by opening an incognito/private browsing window, while not signed into any account, and accessing this link.

From there you should be able to contact support. Make sure to enter the same email you use to login to Dropbox.