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Gidders's avatar
Gidders
Explorer | Level 3
7 months ago

I can't open my Excel files via the mobile app and 2FA keeps saying the code couldn't be sent.

Dropbox has been working fine on my phone (Samsung S23) but today when I tried to open an excel spreadsheet it asked me to sign in to link my  Dropbox to Microsoft. I followed the steps & ticked don't ask again but Dropbox a) didn't open the file & b) when I tried again the same thing happened again.

I went > Settings > Dropbox > force stop > clear cache > clear data

When I restarted Dropbox & tried to sign in I got a message something like Unable to send 2 factor authentication?

I uninstalled Dropbox, power cycled my phone, reinstalled Dropbox & now I get the message

Sign in failed
Unknown error, please contact Dropbox customer support

I have a basic account. I signed in via my Desktop PC so I know my login & password are correct. I check linked devices & it was showing Desktop PC, Laptop PC & my phone twice???

I unlinked both instances of my phone, uninstalled Dropbox on my phone, power cycled my phone, reinstalled Dropbox & I still get the message

Sign in failed
Unknown error, please contact Dropbox customer support

Checked my account - still only two devices showing linked so tried installing on my Samsung table - same message :(

Please help

account access
Android
Mobile

13 Replies

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  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    7 months ago

    Alright, thanks Gidders! Can we log a ticket for you then? 

    This is something that we’ll need to check internally to see where the issue could be lying.

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

    Hey Gidders, I just sent you an email.

    Reply back to me, and we'll take it from there, thanks!

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