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Forum Discussion
Mobile Authenticator not working
Using 2-step verification, I've recently tried switching from receiving texts to using the mobile authenticator. However, the latter is not working.
I'm getting 'invalid' code when i try to input the code generated. How is this possible?
Is there no other way to use 2-step authenticator without having to resort to texts?
Hi Brooke and Kelly!
Unfortunately, due to our security policies, if you don't remember your password and no longer have access to the email address registered to your Dropbox account, we have no way to help you regain access to that account.If it's possible, we recommend that you contact your email service provider to regain access to your email account, and then request a new password.
However, you may be able to transfer the files in this account to another account in one of two ways:
Method A
If you still have access to a computer with your Dropbox files on it, you can transfer the files to another Dropbox account you've created by unlinking and relinking the Dropbox desktop application to the new account.
To do so, please follow the instructions here:
https://www.dropbox.com/help/25
Method B
If you still have access to a smartphone with the Dropbox app on it and access to a computer, you can transfer the files to another Dropbox account by using the remote installation process.
To do this, please go to the mobile app and do the following:
1) Tap on the “Settings” tab.
2) Tap on “Link a Computer”.
3) Follow the instructions that appear on the screen.
4) Once you've scanned the QR code, you'll be automatically logged in to your Dropbox account. The desktop application will start to download to your computer and sync all files on your Dropbox to that computer.From here you can follow the instructions outlined above in Method A to merge your files with your new account.
Please make sure that you're not using a public computer to carry out this process, as doing so will download your files to the computer.
I hope this helps!
I forgot my password. By following the 'standard' care of dropbox he informs that sent 'instructions' to my email.
However, my account outlook and a friend reported that the dropbox does not send e-mail to that account.
I tried uninstalling the system and install a new one, but always appears the problem of password ... I send many e-mails, I sought help and so far nothing.
I want to share the dropbox with another friend to exchange files.
I hope to help me.
-----------------------------------
Esqueci minha senha. Ao seguir o 'padrão' de atendimento do dropbox ele informa que enviou 'instruções' para meu e-mail.
No entanto, minha conta é outlook e um amigo informou que o dropbox não envia e-mail para essa conta.
Tentei desinstalar o sistema e instalar um novo, mas sempre aparece o problema da senha... já envie diversos e-mail's, busquei ajuda e até agora nada.
Eu quero compartilhar o dropbox com mais um amigo para troca de arquivos.
Espero que me ajudem.
Hi, l have my email provider (excite.it) no longer active, thus I cannot enter my dropbox account to change enail and password.
Any suggestion on how to solve this issue?
many thanks
luc
Boa tarde, preciso de ajuda!
fiz um backp no meu celular e foram apagado todos os arquivos. salvei minhas fotos no Dropbox, e não lembro mais do email e nem da senha. preciso muuiito recuperar minhas fotos e vídeos, o que faço??? preciso de ajuda!!
Desde já; Obrigada!!
- Rich
Super User II
If you do not remember your email address or password, or no longer have access to your email account, then you likely cannot gain access to the Dropbox account associated with that email. The email address is used as proof of ownership for your account. If you do not have it, there's no way to proving that the account is yours.
You can try contacting Support but they may not be able to assist you in this matter.
Hi,
I have a problem with the Authenticator as well. My old iPhone 6 initially had the Authenticator app but I accidentally did a phone reset and the App is gone.
I still remember my email and password for both Dropbox and Gmail. I tried linking the same email to the new Authenticator app on the same iPhone 6 and whenever I enter the code, Dropbox will pop up "invalid code".
Any help with this? The main question I would like to ask is that if I still have access to the same email account that I want to log into, shouldn't I be allowed to regain access even if I re-download the Authenticator app? Thanks alot.
Best
Sinclair
I had an account under this user name on my last phone and I received gmail from you all. When I got this phone it acknowledged that my user name was shunt2192 instead. So therefore I don't have a gmail address for my dropbox. I've had this dropbox for several years and just realized pictures of my grandkids r in it. My problem is I don't know my password and I don't have a gmail address to send a new one. Also I no longer know my 2 step code or back up. Can u please help me?
- Mark
Without access to the email account I'm afraid the account is none recoverable (and thats even without losing the 16 digit code AND your 2 step set up).
Without all three it is totally and utterly lost I'm afraid. There is no way of getting it back.
I Lost my phone and i don't have my security key for my Dropbox account for the email [personal information removed as per the Community's Guidelines] , i can do anything in terms of security if you could just turn off the two step verification so i can set it up on my new phone. easiest way of doing so is sending an email to [personal information removed as per the Community's Guidelines] for an account reset if that is posssible.
Dear Sir / Madam,
I am not receiving SMS to login to my account, please this is not professional service from dropbox.
I have tried many times since days gone and nothing works.I do not have any connected device to the account and I have read all articles on your website and nothing works.
You are recommending us to activate to 2FA features for our accounts to secure it more and after all of that it is not working !!!!
Best Regards
- Megan
Dropbox Staff
Hey ronosolo777, thanks for posting here, and sorry to hear about it.
Would it be okay for me to reach out to your email, so we can have a closer look into this together?Dear Lori,
I am really confused, i have sent you an email from the one facing issue with and you haven't answered or helped, I am so sorry to say this is nor professional support from dropbox.
Pleaseeeeeee, i had posted yesterday on the community and I couldn't reply the drpboxer LORI, i cant press the reply button !!!!!!!!!!!!
- Megan
Dear Megan
I told your before I have sent you an from the email facing issue with , but as you like I will send again.
Please find the attached screenshot which confirms that I have replied back to from the email address associated with the account that is facing the issue.
I have replied back the last time to these emails ( ( support@dropbox.zendesk.com, )
Do you want me to send email again to the aforementioned email addresses or please send me an email again to reply back to you or share your email address over here to reply.
Please Megan it is more than 15 days now i need your help.
