Forum Discussion

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

Locked out of my account because I don't have access to the authenticator app

I have been locked out of my account, my phone died and while the number is the same, I don't have access to the 2 Factor Authentication app, I was using Microsoft Authenticator. However, I was never...
account access
security
two factor authentication
Hannah's avatar
Hannah
Icon for Dropbox Community Moderator rankDropbox Community Moderator
2 months ago

Hi there, mummadrai, sorry to see that you're having this issue.

Would you mind sharing the ticket number for your communication with our support team with us, so we can take a look?

Thanks in advance!

  • mummadrai's avatar
    mummadrai
    New member | Level 2
    2 months ago

    ticket #25719651

    What does this mean: 

    "Regarding the actual issue, please note that there is no action that we can take on our end since 2FA activation or deactivation requires access to the Dropbox account and our records show that all relevant emails are being sent successfully to your inbox. 

    This means that the person who enabled or disabled 2FA has the password to the Dropbox account. To prevent unauthorized access to your account, Dropbox recommends that you use a strong password for your Dropbox account that is not used for any other website or service."

    If i have the password and access to my email, then the reset can happen? What does the emails being sent to the correct inbox have to do, if, as I'm being told, 2FA cannot be bypassed by sending a reset email?

    Say I wanted to change my 2FA from Microsoft Authenticator to Authy. Are you saying that I can't change my 2FA app once it's set? Then why can't the same method be used to reset it now.

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

      Hey mummadrai​, I definitely understand your frustration, and your need to access the folder in question.

      However, please keep in mind that our agents usually have an approximate 24-hour window before they can review your case along with the info you've provided, and then reply back to you.

      The best course of action would be to wait for Edgar's reply, and then share any info or worries you might have with him. I'm suggesting that, since we don't have the necessary account-visibility and tools here in our Community to help with that request.

      If you need anything else, give me a shout. 

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