Forum Discussion

Dorian Gray's avatar
Dorian Gray
Explorer | Level 4
4 years ago

Lost 2FA and backup code

Hi All,

 

I have committed the cardinal sin.

 

I have lost my backup code and 2FA. I have had this account for 10+ years and I recently enabled 2FA now I am stuck. 

 

Is there a way for dropbox to change 2FA settings? If I have to prove my identity I will be more than happy to do so.

 

Please help me with your suggestions. 

  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II

    No, sorry, there isnt. 

     

    Are you still logged in on a device? Did you set up the emergency text system or not?

    • Dorian Gray's avatar
      Dorian Gray
      Explorer | Level 4

      Hi Mark ,

      Dropbox was installed on my secondary iphone.

      Initially, when I tried logging in a few days back and did not have 2FA code, dropbox sent an approval request to iphone but the app of offload by iphone cause the usage. I assumed downloading the app again will trigger an approval to my iphone but unfortunately, I was requested to log into dropbox on my iphone as well.

      I am not sure if I have set an "emergency text system" since I signed into dropbox ages ago. Is the "emergency text system" a keyword or a password or a code. If it is a password I will have it cause I have a note of all my dropbox passwords.

       

      Thank you.


      Regards,
      Jeshrel

      • Megan's avatar
        Megan
        Icon for Dropbox Staff rankDropbox Staff

        Hey Dorian Gray, I hope you are well! 

         

        Have you tried checking in this Help Center article that gives a few ideas on how you can solve 2FA issues? 

         

        It would be great if you can check any devices, to see if are connected to your account there as well, so you can disable the feature from there. 

         

        Don't hesitate to let me know if you still have issues after trying those steps. 

  • Fede94's avatar
    Fede94
    New member | Level 2

    Hi all, a few months ago I enabled two factor with the authentication app, on other account. I'm pretty sure I wasn't given any backup code during activation (the old site was still there). I suddenly had to reset my phone and currently do not access any code. As a last resort, I opened a second account, this one. can I do anything from there for the first locked account? Or: could I privately give you a phone number so that you can receive an OTP code? I have really important data... Thank you.

     

    • Rich's avatar
      Rich
      Icon for Super User II rankSuper User II

      Fede94 wrote:

      I opened a second account, this one. can I do anything from there for the first locked account? Or: could I privately give you a phone number so that you can receive an OTP code?


      Unfortunately, without the backup codes it's not possible to gain access to a Dropbox account if you're no longer able to receive the verification code. Backup codes have always been given when enabling two-step verification.

       

  • menar's avatar
    menar
    New member | Level 2

    Hi, 

     

    I'm log out of my account because I changed a couple of years ago my cellphone number and forgot to remove the two step verification. Unfortunately I dont have neither the 6 digit code that's send to the cellphone (older one) and not the emergency code. I have contacted support they send me automatic messages that i have already read in help. I have tried calling the old number to see if someone can send me the code, but no answer either. I really need help, i don't now if the technician can do something about it, me providing the information to valid my persona. 

    • Mark's avatar
      Mark
      Icon for Super User II rankSuper User II

      Hi menar 

      Unfortunately without access to either the device the code goes to, the emergency codes OR a device already logged in there is no way at all of getting the account back.

  • xrous1's avatar
    xrous1
    New member | Level 2
    Hey man, not sure if you'll check this. I had the same situation about getting locked out of my Dropbox. I kept persisting with Dropbox support and asked about 10 times for my case to be escalated. Eventually they escalated to another team member who allowed me to provide documents to prove my identity (passport, file names etc.) I got back into my Dropbox. Good luck!
     

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