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Mobile Authenticator not working

New member | Level 1
New member | Level 1

Using 2-step verification, I've recently tried switching from receiving texts to using the mobile authenticator. However, the latter is not working.
I'm getting 'invalid' code when i try to input the code generated. How is this possible?
Is there no other way to use 2-step authenticator without having to resort to texts?

1 Accepted Solution

Accepted Solutions
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Re: Mobile Authenticator not working

Community Manager
Community Manager

Hi Brooke and Kelly!


Unfortunately, due to our security policies, if you don't remember your password and no longer have access to the email address registered to your Dropbox account, we have no way to help you regain access to that account.

If it's possible, we recommend that you contact your email service provider to regain access to your email account, and then request a new password.

However, you may be able to transfer the files in this account to another account in one of two ways:

Method A

If you still have access to a computer with your Dropbox files on it, you can transfer the files to another Dropbox account you've created by unlinking and relinking the Dropbox desktop application to the new account.

To do so, please follow the instructions here:

https://www.dropbox.com/help/25

Method B

If you still have access to a smartphone with the Dropbox app on it and access to a computer, you can transfer the files to another Dropbox account by using the remote installation process.

To do this, please go to the mobile app and do the following:

1) Tap on the “Settings” tab.
2) Tap on “Link a Computer”.
3) Follow the instructions that appear on the screen.
4) Once you've scanned the QR code, you'll be automatically logged in to your Dropbox account. The desktop application will start to download to your computer and sync all files on your Dropbox to that computer.

From here you can follow the instructions outlined above in Method A to merge your files with your new account.

Please make sure that you're not using a public computer to carry out this process, as doing so will download your files to the computer.

I hope this helps!

View solution in original post

59 Replies 59
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Re: Mobile Authenticator not working

Super User II
Super User II

Is the timezone on your account and phone correct?

And no, its texts or mobile authenticator I'm afraid


 


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Re: Mobile Authenticator not working

New member | Level 1
New member | Level 1

how to i set a timezone on my account? The authenticator is working fine for Google, Microsoft accounts. Only dropbox gives me 'invalid code'

Highlighted

Re: Mobile Authenticator not working

New member | Level 1
New member | Level 1

I am having the same issue and it drives me nuts.

I have multiple times deleted the authenticator app and installed it and scanned the barcode and it still fails when asked to enter the number shown.

Login failed: Invalid security code

It works on every other account, except Dropbox. It used to work on my first phone, but I never got it to work when I switched to iphone 6.

Please help!

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Re: Mobile Authenticator not working

New member | Level 1
New member | Level 1

... and just to add I use the authenticator on the iPhone 6 and from there I copy the code and enter it in the DropBox app on the same phone.
So no TimeZone difference there as suggested earlier.

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Re: Mobile Authenticator not working

New member | Level 1
New member | Level 1

Vedran, i took this problem directly with Dropbox support and what worked for me was simply removing and re-adding the dropbox service to the authenticator. Then i was actually able to use the code.

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Re: Mobile Authenticator not working

New member | Level 1
New member | Level 1

Thanks. It worked!

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Re: Mobile Authenticator not working

New member | Level 2
New member | Level 2

hello

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Re: Mobile Authenticator not working

New member | Level 1
New member | Level 1

How do I update my email address?  

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Re: Mobile Authenticator not working

Community Manager
Community Manager

Hey Yvonne!

 

You can read the instructions on how to update your email address here:

https://www.dropbox.com/help/202

 

Hope this helps

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