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tmaksemetz_jnlr's avatar
tmaksemetz_jnlr
Helpful | Level 6
2 years ago
Solved

Not Receiving 2FA Email Code in order to access the account.

We provide IT for a company that has a Dropbox company account. We are having issues that started a few weeks ago with not receiving the 2FA email code that is sent when we login. This is causing us ...
account access
security
  • tmaksemetz_jnlr's avatar
    tmaksemetz_jnlr
    2 years ago

    I wanted to follow-up here to share that we have finally gotten this resolved. 

     

    We were not able to resolve the issue with MFA emails failing between Dropbox and our @onmicrosoft domain. However, after a lot of back and forth, we were able to add a new admin with our normal domain and things are now working. 

     

    It's unfortunate we couldn't find a resolution for the email issue, but things are at least working for us now. 

tmaksemetz_jnlr's avatar
tmaksemetz_jnlr
Helpful | Level 6
2 years ago

I don't feel comfortable putting our admin account on a public forum, but if you can PM me, or email me directly, I can send you screenshot of my replies from the admin account also if that helps. 

Jay's avatar
Jay
Icon for Dropbox Community Moderator rankDropbox Community Moderator
2 years ago

HI tmaksemetz_jnlr, I’d recommend getting in contact with our support team directly to look into this matter in more detail by following this method:

 

- Open an incognito/private browsing window, while not signed into your account

- Access this link
- Make sure to pick an email to which you can receive and send emails from

 

The team should be able to assist further.

  • tmaksemetz_jnlr's avatar
    tmaksemetz_jnlr
    Helpful | Level 6
    2 years ago

    Thank you Jay. I think I've already done that before, choosing the login options and 2FA, but I never received anything to the admin mailbox. Its almost like the Dropbox domain is being blocked, but I don't see anything being blocked from my side. I just tried again, so fingers crossed this does something. 

    • tmaksemetz_jnlr's avatar
      tmaksemetz_jnlr
      Helpful | Level 6
      2 years ago

      I haven't received any updates yet. Are you able to check on your end if these emails are being blocked? 

       

      Please let me know what we can do to resolve this as to me this feels unacceptable that we cannot get anywhere with support on this. 

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

        Hey tmaksemetz_jnlr, sorry to jump in.

         

        I just checked the ticket number that you gave us and I see that you have an update on it from a member of our team, who replied to you on Friday.

         

        Can you check your emails again, perhaps your spam folder, to see if the email ended up there for some reason?

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