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Alexis G.1's avatar
Alexis G.1
Icon for Super User rankSuper User
3 years ago

6 digit code not received! Unable to login

I have several clients. Each of them has its own Dropbox Business Standard account.   Occasionally, I try to log in, and the account email/password is accepted, but Dropbox requests a 6-digit cod...
account access
dropbox business
security
Jay's avatar
Jay
Icon for Dropbox Community Moderator rankDropbox Community Moderator
3 years ago

Hi Alexis G.1, thanks for messaging the Community.

 

Have they added no-reply@dropbox.com to their contacts list, in order to ensure that email goes through?

 

Is it possible that their business domains have blocked emails from the following Dropbox domains?

 

This will help me to assist further!

Alexis G.1's avatar
Alexis G.1
Icon for Super User rankSuper User
3 years ago

All Dropbox domains are whitelisted. This is not the issue. This is a very well know issue in Dropbox happening for quite some time now. 

 

The same happened 2 months ago with one client and 7 months ago with another client.

 

Some configuration is missing in the account so the code is never sent as expected. I don't know why this adjustment are done in the Dropbox side because no one else have admin access, only me.

 

This has happened to me 2 times this year (different clients), same issue and Support fixes it in a minute. Support told me email was disabled in Dropbox. They fix it really quickly. 

 

The mailbox is fine and Dropbox just doesn't send the emails with the codes. I'm trying to determine a pattern here and I believe this configuration issue happens when we have many months without login. I only login as admin when we want to renew or check something in admin console. 

 

In summary. I try to access, email and password is fine, but the code is never received. 

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

    Thanks for the info. I'd recommend continuing with the support team for them to investigate this matter in more detail on their end.

    • Alexis G.1's avatar
      Alexis G.1
      Icon for Super User rankSuper User
      3 years ago

      Thanks.

       

      The problem is a ticket is opened but there is no follow-up at all. I sent the email hours ago, no response yet.

       

      I just have the ticket number 22747831

       

      I really don't understand why the technical support in Dropbox is so poor, especially considering it's a Business account. I've been unable to access my account for hours now, and there doesn't seem to be any real help available to resolve this issue.

       

       

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

        Thanks, I've gone ahead and prioritized the ticket to expedite matters on your behalf.

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