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Not receiving the 6 digit code email

Not receiving the 6 digit code email

Leah20
Explorer | Level 3

Hi. Having trouble logging. I get as far at the two-factor authentication, where I am promised that a 6 digit code will be sent to my email address but it never arrives. I have checked my spam folder. Hoping you can help. Thanks, Leah

19 Replies 19

Re: 6 digit code

Hannah
Dropboxer
Hey @Leah20, thanks for reaching out to us and happy Friday!

Are you trying to login through the Dropbox app or the website?

Can you also take a look at this article, to see if there's any info that might help you in your case?

Let me know how it goes.

Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Re: 6 digit code

Leah20
Explorer | Level 3

Thanks Hannah

I am using the website.

I had found that article and nothing in it helped to solve the problem unfortunately.

I have contacted my email administrator and the problem may because that the email address has changed. So, I guess my question now is: how do I recover that account and change the email address for it?

Regards,

Leah

Re: 6 digit code

Mark
Super User II

Hi @Leah20 

Without access to that email address (i.e. the old one) there is no way to get in to the account. 

You will need to ask the email administrator to reactivate it for you. 


 


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Re: 6 digit code

Leah20
Explorer | Level 3

Thanks Mark

Did that and now have the email address again. However, same issue persists. Although I get the message that code is being sent to the email address, it never turns up (not even in junk/spam folders). Thus, still stuck.

Re: 6 digit code

Hannah
Dropboxer
Leah, are you having this problem with the account you're contacting us from or a different one?

If it's a different one, please open this page from an incognito/private browsing window and submit a help request, while providing the email address of the account in question.

Once you've submitted it, please send me the ticket number. 

Thanks!

Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Re: 6 digit code

Leah20
Explorer | Level 3

Hi Hannah

Greatly appreciate your help and feeling like a complete dummy but ... how do I lodge a 'help request' to get the ticket number? At dropbox.com/support I see only options to connect back to this forum or use the bot. Searching in the bot or the general search isn't helping.

Thanks,

Leah

Re: 6 digit code

Jay
Dropboxer
Hi @Leah20, provided you're on an incognito/private browsing window, you can access this page for sign in issues.

Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: 6 digit code

Leah20
Explorer | Level 3

Thank you

Hannah requested a ticket number. It is: 15083838

Leah

Re: 6 digit code

Jay
Dropboxer
Thanks, I've located the ticket and have prioritized it to expedite matters for you.

Jay
Community Moderator @ Dropbox
dropbox.com/support


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