Forum Discussion

stefansant's avatar
stefansant
Explorer | Level 3
2 years ago

Cannot log into Dropbox account

I tried to log into my account , but cannot log in, there is an error message as below : 

 

Two-step verification text message couldn't be sent. a href="/help/364">Help</a>

 

I dont have backup code, but I'm still using my phone, but the problem is they do not send message to my phone.

 

I already asked the dropbox team support for this issue but they close the case without any solution.

account access
Error Messages
security

7 Replies

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

    Hi stefansant, thanks for bringing this to our attention.

     

    It looks like it's redirecting you to this page on our site. Do you still have two-step verification enabled on your device?

     

    Is the phone number on your account up-to-date, if you recently changed it?

     

    This will help me to assist further!

  • stefansant's avatar
    stefansant
    Explorer | Level 3
    2 years ago

    i never change my phone number ,

     

    when login always appears this notification

     

    We sent a code to your phone number ending in 56.
     
    but i dont get any message on message / whatsap app
    before this month i always get 2F number on my whatsapp number
     
    when i click resent code it say 
     
    We couldn’t reach your phone number. Are you sure it’s correct?
     
    i need to login to get my file asap, please help
  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Hi stefansant, you mentioned that you have already reached out to our support.

     

    Could you send me the ticket number, so that I can locate it on our system? 

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

    Hi stefansant, I’m sorry to hear you’re still having this issue. 

     

    I was able to locate your ticket number in the system, and I can see it’s been closed in the meantime. If you’re still unable to receive the 2FA code to your mobile device, I’d recommend logging a new ticket, so that our team is aware of this. 

     

    If you check your current ticket, do you see an option to open a new one perhaps as a follow-up?

  • stefansant's avatar
    stefansant
    Explorer | Level 3
    2 years ago

    i have created a new ticket but no reply

     

    Ticket #21115623

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Hi stefansant, since the latest ticket number was closed by the system, I just sent you a new one.

     

    Reply back to me there, and we will proceed. 

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