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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 to not be able to login to Dropbox as an admin to manage a new user setup.
I've tried opening a support case under my work email (seperate domain than the Dropbox account) and I've CC'd the admin on replies to the case, and replied to the case as the admin, but Dropbox support does not seem to be receiving emails from the admin account. I can send/receive emails from my work account to the admin, it is just Dropbox emails that do not seem to be flowing. I don't see anything on the email side that says that things are being blocked/rejected.
I'm not sure if the admin account being a .onmicrosoft email is causing any issues with this. But at this point this has been an issue for weeks and I am not getting anywhere. Has anyone else had any similar issues, or is someone from Dropbox able to provide some insight? I can provide the ticket # that I have from working with Dropbox support under my account.
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.
15 Replies
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
Dropbox Community Moderator
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.
