Forum Discussion

burakckrrr's avatar
burakckrrr
Explorer | Level 3
5 years ago

Two step verification code not coming.

Hello there, When logging into my account, the two-step verification code is not coming. "We sent a code to your number ending with xxxx" but no sms is received. There is no device on which my acco...
account access
Account Settings
security
Megan's avatar
Megan
Icon for Dropbox Community Moderator rankDropbox Community Moderator
3 years ago

Hi fcaco, thanks for posting here today! 

 

It sounds like you're facing some problems with your two-factor authentication code, am I right? 

 

Also, it seems like your case might have been escalated, and this is why the agent needed to take you to ticket. Can I ask for your ticket number reference, in order for me to have a look, and check the situation you're experiencing?

 

Keep me posted!

fcaco's avatar
fcaco
Explorer | Level 4
3 years ago

Hello --

 

The ticket number for this case was Ticket #22035275: Re: DB: authenticity code

 

thanks for any help you can provide.

 

The problem we are facing is that when multifactor authentication claims it is sending a code to our email address [removed], it does not do so. We have checked the spam/junk folder, and we have refreshed our inbox but no email with a code is received. In addition, we have clicked to resend a code, and that has the same results.

 

Thanks

[removed]

 

[info removed per the Dropbox Community Guidelines]

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

    Hey fcaco! Thanks for the ticket number you’ve provided. 

     

    I checked it in our system, and it looks like one of our support agents replied back to you, but the ticket was closed due to inactivity, as you didn’t respond back to them.

     

    Also, from what you’ve mentioned it sounds like you’re unable to receive the 6-digit one-time Dropbox code to your email address, right? 

     

    Besides checking the spam folder of your email address, have you also added no-reply@dropbox.com to your email contacts? If not yet, please try to do so and then, to sign in to your Dropbox account once again.

     

    Does that seem to help?

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

      I did try to reply. I called the phone number associated with a Dennis Gardner in Denver I believe.  Left messages.  Will try to add no-reply@dropbox.com to see if that works. I am also not sure how to get back to this thread of comments in Community.  I see it says that the authentication is not reaching my phone.  Should be not reaching my webmail.

      • Jay's avatar
        Jay
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        3 years ago

        Hi fcaco, there shouldn't have been a number to call, unless you were the team admin of a Dropbox Business team.

         

        After adding that email, could you try checking your spam folder as well to see if the email went there?

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