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Lilith13's avatar
Lilith13
New member | Level 2
6 years ago
Solved

Can't access the codes for the two-step verification

Hi all. I can't access my (paid) Dropbox account. I have not forgotten my password but I had the two-step verification set up and I no longer have access neither to my phone nor to my phone number or...
Account Settings
Error Messages
security
  • Lusil's avatar
    Lusil
    6 years ago

    Thanks for getting back to me on this, Lilith13. 

    Since you've done some initial troubleshooting - awesome work by the way - and you've got a ticket with our Support team, I'd recommend continuing with them. 

    They'll be able to better assist you on the matter as they have internal tools to help better investigate this for you. 

    I found the ticket you mentioned and can see that it's with a specialized member of the team. I've made sure to pass your comments along to them, so as soon as they have more info on the matter, they'll get back to you via email. 

    If you have any other concerns or questions, please don't hesitate to get back to me and I'll do my best to help. Thanks!

Lusil's avatar
Lusil
Icon for Dropbox Staff rankDropbox Staff
6 years ago

Hey Lilith13, thanks for reaching out to us about this, and sorry to hear that you're having trouble with your two-step verification. 

If you haven't already, as a first step I'd recommend checking out this article which provides some general ideas on how to tackle this. 

Since you mention though that you're in touch with a member of our Support team, could you please give me the ticket ID, so that I can have a look into this for you? 

Keep me posted!

  • Lilith13's avatar
    Lilith13
    New member | Level 2
    6 years ago

    Hi Lusil,

    Thank you for the swift reply. Ticket number is 10112776. Please help me out here. All I'm getting from the support team is a copy/paste of the online solutions, neither of which work because I have no access to the alternatives proposed. And the article you linked is the first one I went through.

    Thanks!

     

    • Lusil's avatar
      Lusil
      Icon for Dropbox Staff rankDropbox Staff
      6 years ago

      Thanks for getting back to me on this, Lilith13. 

      Since you've done some initial troubleshooting - awesome work by the way - and you've got a ticket with our Support team, I'd recommend continuing with them. 

      They'll be able to better assist you on the matter as they have internal tools to help better investigate this for you. 

      I found the ticket you mentioned and can see that it's with a specialized member of the team. I've made sure to pass your comments along to them, so as soon as they have more info on the matter, they'll get back to you via email. 

      If you have any other concerns or questions, please don't hesitate to get back to me and I'll do my best to help. Thanks!

      • Lilith13's avatar
        Lilith13
        New member | Level 2
        6 years ago

        Thanks Lusil. I'll follow up with them for now. Cheers

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