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Forum Discussion
Dual authentication locked me out
Awesome job Dropbox! Awesome job. Well done! I have had an account for about 20 years now. I have been logged into my devices for awhile and I use it everyday. I just tried to recently login to my account on my work phone and it suddenly has dual authentication. That's when I realized it was still using an old email address that I no longer have access to because it was a custom domain that was sold. It keeps trying to send an authentication code even though I already know my username and password. It is trying to send it to my old email address. There are no other options available to me. Then I found an article that mentions what to do if you if the email address associated with your account is old. It says to login to your account and change your email address. Really?! How is that supposed to work? Yes, I tried. It's a repeat of the same steps. Then I tried to contact support. Guess what? I need to login for that. Is this place owned by Facebook or something? Because there seems to be nobody to contact. Why would I want to pay for a monthly subscription to a company I can't get ahold of? Luckily I was still logged in on my PC to the desktop app, which does not allow for me to change my email. So I copied all my files to a different cloud service. If you can fix it, then I may come back.
- Rich
Super User II
ChrisAce81 wrote:
I just tried to recently login to my account on my work phone and it suddenly has dual authentication.
What you're experiencing is called a one-time security code. Dropbox requests these when you're signing in on a device that it doesn't recognize, or if it feels the sign in attempt is suspicious.
That's when I realized it was still using an old email address that I no longer have access to ... Then I tried to contact support. Guess what? I need to login for that.You can try contacting Support, but without access to the email account you may not be able to gain access to the Dropbox account. You need to maintain an active email address on your account so you can receive password resets and one-time security codes used during sign in.
To contact Support, visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.Ok thanks Rich. I created a new account with my current email address then of course I found a way you can right-click on the dropbox shortcut in windows and say "view files online". Apparently this logs you in automatically and it gave me the ability to change my email address. Of course I had already created an account with my new email address so naturally it said that account is already being used. So I just copied all my files locally then permanently deleted the old account then copied the files to the new account. I am posting this so others know of trick of right-clicking if you happen to be logged in using desktop mode.
