Two-Factor Authentication - My Phone Number Has Changed

[dwt]

Hi Support,

I need to change the phone number on my business account. I cannot login because of 2FA. Ideally, I'd like to turn it off. Is there anyway I can get back into my account?

Best,

DWT

[Jay]

Hi @dwt, thanks for posting today!

Generally, if your phone number has changed, you’ll need to use the emergency backup code generated at the time you set it up to login to your account, disable the measure, and change the number afterwards.

Without the code, it wouldn’t be possible to regain access to the account.

Hope this helps!

[dwt]

I don't have the emergency code. Can someone reset this feature or send me the code? 

[Rich]

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@dwt wrote:

I don't have the emergency code. Can someone reset this feature or send me the code? 

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Generally, no, Dropbox won't do that. You've enabled security on your account to prevent someone from trying to gain access without having your phone or emergency codes, and now you're trying to do just that. You can try contacting Support directly, but they may not be able to assist you with this.

• https://www.dropbox.com/support

[dwt]

I can verify my identity. Also, there dosen't seem to be any direct way to contact Dropbox...

[Jay · Accepted solution]

The only way to verify your account when you use two-step verification is with the security code, or the mobile number, which is now no longer an option. There isn't another method to verify your identity.

I’d recommend getting in contact with our support team directly to look into this matter in more detail.

You can do this by opening an incognito/private browsing window, while not signed into your account, and accessing this link. 

From there you should be able to contact support. Make sure to enter the same email you use to login to Dropbox. 

[dwt]

Hallelujah! I found my codes! It was so long ago that I enabled 2FA, I had to think back of where I may have saved the codes. But I knew I saved them. Thanks guys for all your help.

Best,

DWT

[Jay]

Great news, @dwt! Glad to hear you were able to login to your account. 

[averagedebs53]

I no longer have the phone where the verification code is being sent. Help!

[Mark]

Do you still have a computer or device signed in to the account?

If not you need to use the emergency pass codes you are given when signing up for the codes. Without them I'm afraid the account is lost.