cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Announcements
We love to hear how every person gets the most from Dropbox, and it seems everyone has a slightly different use for it - tell us yours here!

Dropbox accounts & billing

Make your Dropbox account work for you, with the help of Community users like you. Join in or start a discussion of your own.

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Two-Factor Authentication - My Phone Number Has Changed

Two-Factor Authentication - My Phone Number Has Changed

dwt
Explorer | Level 4

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

1 Accepted Solution

Accepted Solutions

Re: Two-Factor Authentication - My Phone Number Has Changed

Jay
Dropboxer

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. 


Jay
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
:arrows_counterclockwise: Still stuck? Ask me a question!
:pushpin: Tips & Tricks Find new ways to stay in flow or share your tips on how you work smarter with Dropbox.

View solution in original post

9 Replies 9

Re: Two-Factor Authentication - My Phone Number Has Changed

Jay
Dropboxer

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!


Jay
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
:arrows_counterclockwise: Still stuck? Ask me a question!
:pushpin: Tips & Tricks Find new ways to stay in flow or share your tips on how you work smarter with Dropbox.

Re: Two-Factor Authentication - My Phone Number Has Changed

dwt
Explorer | Level 4

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

Re: Two-Factor Authentication - My Phone Number Has Changed

Rich
Super User II

@dwt wrote:

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


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.

 

Re: Two-Factor Authentication - My Phone Number Has Changed

dwt
Explorer | Level 4

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

Re: Two-Factor Authentication - My Phone Number Has Changed

Jay
Dropboxer

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. 


Jay
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
:arrows_counterclockwise: Still stuck? Ask me a question!
:pushpin: Tips & Tricks Find new ways to stay in flow or share your tips on how you work smarter with Dropbox.

View solution in original post

Re: Two-Factor Authentication - My Phone Number Has Changed

dwt
Explorer | Level 4

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

Re: Two-Factor Authentication - My Phone Number Has Changed

Jay
Dropboxer

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


Jay
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
:arrows_counterclockwise: Still stuck? Ask me a question!
:pushpin: Tips & Tricks Find new ways to stay in flow or share your tips on how you work smarter with Dropbox.

Verification code

averagedebs53
Explorer | Level 3

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

Re: Verification code

Mark
Super User II

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.


 


:penguin::penguin: - :penguin: - :penguin: - :penguin:


Heart Did this post help you? If so please mark it for some Kudos below. 


:white_check_mark: Did this post fix your issue/answer your question? If so please press the 'Accept as Solution' button to help others find it.


:arrows_counterclockwise: Did this post not resolve your issue? If so please give us some more information so we can try and help - please remember we cannot see over your shoulder so be as descriptive as possible! 


 

Who's talking

Top contributors to this post

  • User avatar
    Mark Super User II
  • User avatar
    averagedebs53 Explorer | Level 3
  • User avatar
    Jay Dropboxer
  • User avatar
    dwt Explorer | Level 4
What do Dropbox user levels mean?
Need more support?