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Forum Discussion
I don't see where I can use my 2FA backup codes to enter my Dropbox account.
I unknowingly lost access to the e-mail address I used years ago to sign up for Dropbox (a comcast.net domain)--when I realized this, I wrote down the Backup Codes and was going to change my e-mail address, however prior to that, I got a new phone and when I was logged out of my account, I cannot get back in to do that without the 2FA code, which obviously goes to the old e-mail address. This is an account that is 10+ years old and didn't initially have 2FA.
I know my password and have the backup codes, but have not been able to find the place to enter the backup code to allow me to access my account and change the e-mail/add a phone backup. Any ideas where I can enter the codes?
- Nancy
Dropbox Staff
Welcome to our Community, DPBlue! Hope you’re well.
Can you send me a screenshot of what you see exactly when trying to sign in to your Dropbox account? If your email address is showing in the screenshot, please make sure to mask it first.
In general, the two-step versification codes are sent to your mobile device, so if you need to check your email address, it’s quite possible you’re being asked for this one-time code instead.
Let me know when you’re ready though, and I’ll take a look.
Thanks, Nancy. That's correct. It sends a code to the unaccessible e-mail account and when I click on "Having Trouble Getting a Code" it takes me to this secondary page which asks some questions, of which I'm not certain on a 10+ year account (month/year account opened, etc.) and cannot complete without access to the e-mail account where the messages that would confirm those answers are located. If I could find a place to enter my backup codes, I could login and add my current e-mail and telephone.
- Megan
Hey DPBlue, thanks for clarifying!
I could send you an email and bring you in contact with our Support, however without access to the questions asked on the above page, I'm not certain they could help on their end.
I'm assuming you don't have any connected devices that you could use in order to receive your code there?
