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sali_CPH's avatar
sali_CPH
New member | Level 2
2 months ago
Solved

Locked out of my account after phone number change

Device (Samsung Galaxy A25) Operating System/Browser (if using the web) (Android 15, One UI 7.0) Question or Issue I recently changed my phone number, while keeping both my old number and (an ev...
account access
security
two factor authentication
  • sali_CPH's avatar
    sali_CPH
    2 months ago

    Thank you for your message!

    I actually managed to get in, after waiting for 24 hours and trying to log in again. Also, the phone number change finally worked. And I was able to log into the mobile app with my phone.

    However, also the mobile login took 4 attempts, as on the first attempt, I got automatically logged out while trying to dismiss an advertisement while logging in, and on the second and third attempt, I did not receive any verification code. 

    So it seems normal that one runs into requesting a verification code a few times before actually being able to log in. At least, from what I experienced.

sali_CPH's avatar
sali_CPH
New member | Level 2
2 months ago

And yet another problem: After some attempts, I now managed to finally access my account. But when I try to finally change the old to the new phone number, I receive the error:

 

You’ve tried to add two-step authentication with SMS too many times. Please try again after 24 hours.

 

This is getting really frustrating, now. I tried to change the primary phone number to be what the backup used to be maybe 2-3 times, but always got the error "we could not reach your phone number". I guess, this is either since the backup phone number was still in there and 2 times the same number is not allowed, or since my phone's connection was bad. So I changed the backup phone number to some third number and when trying to finally change the primary number to what it should be, I got this error above with "too many times".

Already after changing one number and before even changing the number that I wanted to change.

 

I don't see the point in blocking the change of 2FA that fast. Maybe after 5 or 10 changes of phone numbers, but definitely not after one. Could you please put this number up?

(Also, keeping in mind that some users may need several attempts to change a number due to unexpected errors or bad network connectivity?)

Hannah's avatar
Hannah
Icon for Dropbox Community Moderator rankDropbox Community Moderator
2 months ago

Hi there, sali_CPH.

Are you still having this issue?

Did you manage to change your 2-factor authentication number?

If you're still having this issue, make sure to try from a different browser or even a different internet connection, if possible.

Let me know how it goes.

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