We are aware of the issue with the badge emails resending to everyone, we apologise for the inconvenience - learn more here.

Forum Discussion

tmaksemetz_jnlr's avatar
tmaksemetz_jnlr
Helpful | Level 6
7 months ago

Not Receiving 2FA Email Code in order to access the account.

We provide IT for a company that has a Dropbox company account. We are having issues that started a few weeks ago with not receiving the 2FA email code that is sent when we login. This is causing us to not be able to login to Dropbox as an admin to manage a new user setup. 

 

I've tried opening a support case under my work email (seperate domain than the Dropbox account) and I've CC'd the admin on replies to the case, and replied to the case as the admin, but Dropbox support does not seem to be receiving emails from the admin account. I can send/receive emails from my work account to the admin, it is just Dropbox emails that do not seem to be flowing. I don't see anything on the email side that says that things are being blocked/rejected. 

 

I'm not sure if the admin account being a .onmicrosoft email is causing any issues with this. But at this point this has been an issue for weeks and I am not getting anywhere. Has anyone else had any similar issues, or is someone from Dropbox able to provide some insight? I can provide the ticket # that I have from working with Dropbox support under my account. 

Account Access
Security
  • tmaksemetz_jnlr's avatar
    tmaksemetz_jnlr
    6 months ago

    I wanted to follow-up here to share that we have finally gotten this resolved. 

     

    We were not able to resolve the issue with MFA emails failing between Dropbox and our @onmicrosoft domain. However, after a lot of back and forth, we were able to add a new admin with our normal domain and things are now working. 

     

    It's unfortunate we couldn't find a resolution for the email issue, but things are at least working for us now. 

  • Megan's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff
    7 months ago

    Hi there, tmaksemetz_jnlr, welcome to our Community! 

     

    I'd love to have the ticket number reference, if you can. 

     

    Also, one small clarification: are you referring to the 2FA code, or the one-time-security-code that is sent to someone's email when trying to access their Dropbox account? 

     

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

    • tmaksemetz_jnlr's avatar
      tmaksemetz_jnlr
      Helpful | Level 6
      7 months ago

      Hello Megan,

       

      Thank you for the response. The ticket # is: 23702399

       

      The exact prompt that we are getting hung up on is:

       
      Additional authentication is required
      We sent a code to (Dropbox admin email) and any devices you’ve linked to this account. Enter the code to continue.
       
      And then no code is ever received. I've checked spam as well as done message traces on our end and I am not seeing anything come through. 
      • Megan's avatar
        Megan
        Icon for Dropbox Staff rankDropbox Staff
        7 months ago

        Hi tmaksemetz_jnlr, thanks for the ticket! 

         

        Did you try to forward the email directly to the admin's email address, and then ask them to try and respond from there? 

         

        If they have problems with this, have they then tried to reach Support directly through their account? 

About Security and Permissions

Start a discussion in the Dropbox Community forum to get help with your account security and permissions. Find support from Community members.

Need more support

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!