Cannot login and install with new PC. Security code is invalid even if it's correct

[gilpactores]

I have been struggling with the installation on my new PC laptop. It asks for SECURITY CODE but it says invalid even if it's not.

Now I reached the number of attempts to login and my account is locked of 24hrs. Very frustrating.

[Jay]

Hi @gilpactores, thanks for bringing this to our attention.

Could you let us know more information about the security code? Was this sent via email, or a prompt on the machine?

Any other info or screenshots would be helpful!

[Gillian Libe]

Hello Jay,

Thanks for taking time to lend help.

The code was from the cellphone which is auto-generated.

I just solved it actually.

When asked for credentials on my new laptop during installation, I entered the password incorrectly. But, dropbox directed me to the page that asked for the security code sent to my mobile phone. As soon as I entered the code, a message pops up telling me that there was a problem processing my request. When I click the send button again, an "invalid code" message pops up.  I did the same thing over and over again until my account was locked for 24hrs.

What I did was, I choose "forgot password" and change it. When I entered the correct credentials this time, the security code was already accepted.

thank you.

[Jay]

Thanks for the update on this matter, and I'm glad to hear you were able to login to your account.

Enjoy the rest of your week!

[nina08]

Hi, i am trying to install dropbox on a new laptop - everytime i go to put in the security code to link our computers, it says it is a 'invald code' or 'there has been a problem with this request' - plz help 🙂 

[Megan]

Hi @nina08, let's jump right into this! 

If you try to log into your account online, are you able to do so without any issues? 

Also, if I were you, I'd try the "forgot password" option, change my existing password, and then try again. Can you give this a go?

Keep me posted!

[Jun wik]

I got same problem,,,

[Megan]

Hi @Jun wik, how are you today? 

Have you tried any of the troubleshooting steps mentioned above? Just asking, in order to make sure that we're on the same page here, before we continue resolving this. 

Keep me posted! 

[kg2472a]

Greetings,

I recently had to change my password for my institution email (the email that my Dropbox is connected to) while I was out of town. Now that I'm back at my usual workstation, I had to log back into Dropbox Desktop with my new credentials, in order to sync my files. It sends me a code to verify my login, but every time I attempt to use the code, it says "Invalid code." As a result, I cannot sync my Dropbox files.

It has been several days since I changed the password, but only a few hours since I attempted to update my Dropbox Desktop account credentials.

[Megan]

Hey @kg2472a, let's look into this!

Can you please send us a screenshot of the error you're getting after entering the security code in the app? Just make sure none of your personal info is shown there.

If you happen to be running an antivirus or firewall on your computer, you can also try disabling them temporarily.

Let me know of the results!