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Balawayne's avatar
Balawayne
Explorer | Level 4
5 years ago
Solved

Lost phone with Google authenticator and couldn't sign in now

Hi,

I have a Dropbox account in which I have enabled 2 step verification by google authenticator. I lost my phone and I couldn't access my Google Authenticator for Dropbox. Because of that when I try signing in into the Dropbox, I don't have 6 Digit Google Authenticator pin as well as I don't have Emergency Backup codes.

I really need to access my account. Please someone help me to solve this. I couldn't even email or call dropbox customer service since I have a basic plan.

Thank you in Advance,
Bala.
account access
Account Settings
Dropbox Basic
security
  • Mark's avatar
    Mark
    5 years ago

    No, the account is totally lost without those codes or the backup ones. 

     

    It is not possible to get in without either. 

25 Replies

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  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    4 years ago

    Hi xrous1, happy Tuesday!

     

    You mentioned, you've contacted our support team about this, right? Would you be able to send me the ticket number reference, so I can locate it on our system?

     

    Thanks a bunch! 

  • Souza's avatar
    Souza
    Explorer | Level 3
    4 years ago

    I need you to deactivate my authentication because my cell phone was stolen and I don't have the authentication anymore because the carrier's chip went with the cell phone, can you deactivate it? I can prove that the account is mine

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    4 years ago

    Hi Souza, I'd be happy to help! 

     

    Would you mind clarifying for me if you're referring to your Google Authentication, or 2FA? 

     

    Do you also have access to the email address linked to your Dropbox account? 

     

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

  • EssoPaC's avatar
    EssoPaC
    Explorer | Level 3
    4 years ago

    i have the same problem too guys

    how can i open my dropbox account, 

  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    4 years ago

    Hey EssoPaC! 

     

    Do you perhaps have the emergency backup codes that you should have received upon enabling 2FA on your Dropbox account?

     

    Were you also using Google Authenticator before and you no longer have access to your mobile device?

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