Generating Recovery/Backup codes not working

I see, thanks TheNarg! I can confirm your most recent ticket has been correctly logged in our system, so our team will get back to you as soon as possible. I’ve also left them an internal note on your behalf.

I know it's closed. I received an automated response one day at 2am stating it will be closed in the next few days if they don't hear from me and then it was marked closed (and solved!?!) 27 hours later. When I wrote to complain about it being closed (and not solved) so quickly, the response from the person helping me was it's an automated response and "Take as much time as you need to create a screen recording using the instructions I shared. Whenever you're ready to continue troubleshooting, you can simply reply to this email." (Copied from the support email sent to me.)

I've supplied the requested information as instructed and it's saved to your ticket support system. I've seen it using the link you provided, so I know it's in your systems. Someone can refer to it, even if it's marked closed. That support agent didn't indicate it would be a problem, so I would imagine it should not be. 

Using your provided link, I've submitted the request one last time. I gave them the previous ticket number. I've invested enough time with this trying to help you fix your 2FA.

Hey TheNarg! From what I can see, your previous ticket was automatically closed at some point due to inactivity, so you’ll need to open a new one indeed. 

Did you go to this page from an incognito window on your browser, like Hannah mentioned above? The reason for the incognito window is that we don’t want you to be signed in to ANY Dropbox account; otherwise, you won’t see the correct support options and your new ticket may end up in an unmonitored queue.

I already have a ticket number (24812242). The link is helpful. It actually allows me to see my ticket history, which I can't access from the general support page - since I have a free plan. That page does repeat free plans have limited support options. I understand support would be limited for the free plans, but this is a basic security feature not working.

Hey Pablo61 and TheNarg, sorry to hear you're still having this issue.

I would suggest opening a help request with our support team directly.

To do so, open a private browsing window and go to this page to submit your request.

Let us know once you have your ticket numbers.

If you have a free account, I'm not sure what support you (or I) will receive with this problem. I was in email contact with someone from customer support. Their email to me stated I just had to respond to the email. I received responses back until I sent the information they requested. Then I received a response that the emails go to an unmonitored mailbox and I should not expect a response. I should instead go to their customer support page to upload what was requested. Unfortunately, there isn't the ability to contact customer support because I have a free account. I can only use these community forums or chatbot. Sigh... Good luck getting this resolved!

Unfortunately stil the same loop in spite of taken actions. It happened to other people I read above. Did Dropbox find the reason for this loop?

Hey Pablo61 - sorry to hear about this.

I just gave it a go and it seems to be working fine for me.  If you can confirm that you're getting the same error after clearing your browser's cache and/or on another browser, I'd be happy to send you an email to take a further look internally.

Keep me posted! 

Hi,

I am new and also in the same loop, I tried everything mentioned above, but I cannot get any recoverycodes. How can this be resolved.

"When I click on Show to reveal my existing recovery codes it prompts me to enter my password. When I do, I get a message at the bottom of the screen that says "Since it's been a while, please enter your password again." If I enter my password again the issue repeats in an endless loop.

Hey TheNarg, indeed. I just sent you an email, I'll see you there! 📩