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Locked out of my Dropbox account due to two-factor authentication
In a nutshell: The last time I logged into my Dropbox account was June 22, 2025, and I had no problem. On July 8, I went to log in, and was for the first time asked for a 6-digit code on an "authenti...
Jay and Mark — Thank you for offering suggestions. After I posted the original comment to this forum, I decided to give Dropbox Support one more try. This time I said in the initial request that there was a possibility my account was hacked. I told the tech who responded what I have been through, and that I was losing faith in Dropbox, and a few days later got an email from him saying he had escalated the ticket to a specialist. The specialist sent me a series of specific questions related to my account, which I answered. He then removed two-factor authentication, told me to try logging in, and sent a list of security checks for me to perform (e.g. create a new strong password, which I had already done). It looks like nothing is missing, not that there was anything compromising or information anyone could profit from in there.
So it is good to know that somewhere within the Support staff at Dropbox are support people who do not respond like uncomprehending chatbots. While I am very relieved to have regained access to my Dropbox account, I would not rush to add two-factor authentication in the future, knowing it was a month-long ordeal to get assistance when it went awry.
Thanks, Mark. This confirms to me that I definitely did not go through that process, because if I was forced to confirm I'd downloaded the codes, I would have recorded that. Now I wonder if the account was hacked but they didn't want to arouse my suspicion by having me receive a password change request in my email.
- Jay
Dropbox Community Moderator
Hi GGGNY, just for clarification, were you logged into your Dropbox account on any other devices that you own, or was your account logged into a browser at a computer you don't frequent?
Do you have the ticket ID from when you contacted the support team in order for me to locate it on the system?
Jay and Mark — Thank you for offering suggestions. After I posted the original comment to this forum, I decided to give Dropbox Support one more try. This time I said in the initial request that there was a possibility my account was hacked. I told the tech who responded what I have been through, and that I was losing faith in Dropbox, and a few days later got an email from him saying he had escalated the ticket to a specialist. The specialist sent me a series of specific questions related to my account, which I answered. He then removed two-factor authentication, told me to try logging in, and sent a list of security checks for me to perform (e.g. create a new strong password, which I had already done). It looks like nothing is missing, not that there was anything compromising or information anyone could profit from in there.
So it is good to know that somewhere within the Support staff at Dropbox are support people who do not respond like uncomprehending chatbots. While I am very relieved to have regained access to my Dropbox account, I would not rush to add two-factor authentication in the future, knowing it was a month-long ordeal to get assistance when it went awry.
