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Forum Discussion
Cannot access my account - notification sent to non-existent authenticator app
Dropbox Plan
Essentials
Do you have access to the email linked to the account?
yes
Are there any devices connected to your Dropbox account?
yes
Question or Issue
My group is using a Dropbox Essentials account and we are completely locked out. When we try to log in, we are sent a screen instructing us to "enter the code sent to your authenticator app" but there is no authenticator app in use and we do not get the code. The only other option we are given is to add the backup codes however we do not have those. We have tried to address this via a ticket (Ticket #25673449). We do not have a mobile number attached to the account and we cannot log in via any of the solutions offered by the bot. We desperately need a human to help us access our account.
I am logged in here through a different account, since I cannot get into the needed account to send this help request.
2 Replies
- Hannah
Dropbox Community Moderator
Hey langconf, thanks for joining our Community.
I looked up your ticket (thanks for the number) and added your comments there for our team to review.
I've also raised the priority of your ticket, so the agent working on your case will get back to you the soonest possible.
I hope this helps!
- Mark
Super User II
we are sent a screen instructing us to "enter the code sent to your authenticator app"
There is - hence the message. If you cannot remember setting one up check for the backup codes.
Look at https://help.dropbox.com/account-access/issues-2-factor-authentication for more info.
Note that without that code, or the backup codes (you CANNOT set up the 2FA system without confirming you have downloaded and saved them) its possible the account is unrecoverable.
The only people who can help, however, are via the ticket you already logged.
