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Pham's avatar
Pham
Explorer | Level 3
5 years ago
Solved

Not receiving verification code to activate 2FA

Hi, I just registered my Dropbox account and want to active 2FA but did not receive verification code via sms. I've tried several times but still. How I can do? Thanks Pham  
account access
security
  • Hannah's avatar
    Hannah
    5 years ago
    Hey Pham, thanks for posting on our Community today!

    If you're not receiving the SMS with the security code, you may want to use an offline code generator, like an authenticator app.

    You can see more info about that here.

    Let me know how it goes.
JUEFS's avatar
JUEFS
Explorer | Level 3
3 years ago

Guys, are you serious? Do you think I haven't tried every possible way?

JUEFS's avatar
JUEFS
Explorer | Level 3
3 years ago

No codes, no sms. All I have is my phone number, my device, and my account username and password. I’ll ask again: Why doesn’t SMS with a code come to my phone???

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

    It's possible there could be an issue with the SMS provider or the sending of the code itself. Just to clarify, does this mean you don't have the backup code generated at the time you set up the two-step verification?

  • JUEFS's avatar
    JUEFS
    Explorer | Level 3
    3 years ago

    I don't have a backup code. Everything is ok with the provider. SMS from google and apple and other services come.

  • JUEFS's avatar
    JUEFS
    Explorer | Level 3
    3 years ago

    Signing in with a notification doesn't work either. The device detects correctly.

  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Alright; in this case, I’d like to ask you to try something else. 

     

    Do you happen to have any other mobile devices that could be added as a backup for 2FA messages? 

     

    If you do, please add the backup phone number via your Dropbox settings, and let me know if you can receive the code to the backup device instead. 

     

    This will help narrow down the issue. If that’s not possible though, let me know and we’ll take it from there.

  • JUEFS's avatar
    JUEFS
    Explorer | Level 3
    3 years ago

    I can't add a backup phone number because I can't log in to my account

  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    In this case, we can open a ticket for you and look into your Dropbox account for any other possible options. 

     

    If you’re OK with that, please let us know and we’ll get things started.

  • JUEFS's avatar
    JUEFS
    Explorer | Level 3
    3 years ago

    ok let's try

  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Perfect, JUEFS. 

     

    I just opened a ticket for you. When possible, please reply back to it/let me know in case you can’t see it in your Dropbox email address.

  • JUEFS's avatar
    JUEFS
    Explorer | Level 3
    3 years ago

    I answered your letter

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