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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 ...
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.
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.
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
Dropbox Community Moderator
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?
- Rich
Super User II
tmaksemetz_jnlr wrote:
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.
Are you on a Microsoft 365 tenancy? I can't find it now, but there was a thread on another community site about 8-9 months ago talking about dropbox.com emails being blocked above the tenant level for some accounts. If you're on 365, you might want to reach out to Microsoft and see if that's happening.
Thanks Rich. That seems like what is happening, so I think I'll be calling Microsoft tomorrow.
Hindsight I probably should have done that by now, but we shall see tomorrow.
Hello Hannah,
That was a ticket setup through my email, and they mentioned that they could not help as we are not able to send an email through as the admin.
I just tried reaching out to our O365 support team, and they are wondering if we can get the SMTP logs for these dropbox emails to our admin account.
Please let me know if this is something that you guys can provide. I feel like I am getting stuck in a loop as we cannot login to the admin account due to not receiving the 2FA email. I can access the admin email like normal, and I can send/receive with my work email and the admin email. It seems like just dropbox emails are getting lost. Please let me know if I can get some help.
- Walter
Hi there tmaksemetz_jnlr - sorry to jump in here.
I just wanted to mention that in this case, I'd suggest getting back to the agent who's handling your ticket with these questions as they'd be better equipped to look into this for you with account specific information, if needed.
Let us know if you have anything else to add in the meantime.
Thanks Walter. I will re-open that case.
This isn't your fault, but I am beyond frustrated at this point as I am just going in circles and we are not getting anywhere. Hopefully the Dropbox support tech does not ask for me to reach out to the community forum again...
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.
