Learn how to make the most out of the Dropbox Community here 💙!

Forum Discussion

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

Dropbox "Two-step verification text message can't be sent", but my bank etc can send me texts????

When I login, I get the error "Two-step verification text message can't be sent". But my bank, credit union & others can send me text messages. My phone number in Dropbox security settings is corre...
Account Access
Error Messages
Security
Walter's avatar
Walter
Icon for Dropbox Staff rankDropbox Staff
2 years ago

Hey there PD_OR - sorry to hear you're having issues with this.

 

Have you tried disabling the 2 step verification completely and re-enabling it anew at all since you first noticed this?

 

Let me know more and we'll take it from there.

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

Per your suggestion, I disabled 2-step verification, but when I try to re-enable it, it says my "carrier isn't supported at this time"!

 

However, the 2nd/alternative phone # I submitted to Dropbox DOES work. It's an identical model iPhone, and it DOES receive 2-step security texts from DB, using the SAME carrier as my phone!

 

Restarting all devices, clearing browser cache, etc makes no difference. 

 

Icing on the cake: Now DB says my account is locked for 24-hours! Too many attempts! Grrrrrr .....

  • Hannah's avatar
    Hannah
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    This is indeed strange behavior, PD_OR.

     

    Would you mind turning off two-step verification and then setting it up again, but from a different browser or an incognito/private browsing window, to see if that makes any difference?

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

      Today when I try to enable 2-step verification, I get this message (I've obscured my phone #). Kinda difficult to troubleshoot this issue when DB's security precautions make it impossible/impractical. I understand why this sort of thing is good practice, but a PITA when things don't work as expected.

      • Hannah's avatar
        Hannah
        Icon for Dropbox Staff rankDropbox Staff
        2 years ago

        I see, thanks for letting me know, PD_OR, and thanks for your feedback here.

         

        I'd personally try one more time from a different network/connection, but if that doesn't work, please give it some time and get back to us with the result tomorrow.

         

        If it's still not working, let us know and we can send you an email, so we can investigate this internally together.

About Security and Permissions

Start a discussion in the Dropbox Community forum to get help with your account security and permissions. Find support from Community members.

Need more support

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!