Not receiving the 6 digit code email

Leah20 · ‎10-21-2021

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

Samantha DBX

Hey Dropbox community!

I hope everyone is having a good experience using Dropbox, and in the spirit making things smoother, I figured it would be helpful to give some advice on how to fix some recurring issues related to your account access, more specifically your one-time security code (sent via email). As you may know, if Dropbox detects a suspicious sign-in attempt, it will send a one-time security code to the email address associated with your Dropbox account.

So, what happens if you didn’t receive the email with the code?

There are a couple of reasons for this:

The email is on your spam folder
The email could be delayed
You don’t have access to your Dropbox email

What can you do about it?

Check your Email Spam Folder: It sounds silly, but make sure you are checking the correct email associated with your Dropbox account, then check your spam folder. Using Gmail as an example.
- If the email isn’t there, add no-reply@dropbox.com to your contacts.
Check linked mobile/desktop clients to retrieve the 6-digit code. The code is always sent to both email and all linked devices.
The email could be delayed: Occasionally, email providers can have a delay in their service, so its just a matter of time for you to receive the code.
Bypass the verification code: If you are sure that none of the above is the case, in order to bypass the one time verification code sent via email, your password would need to be reset. You can defer the one time verification by resetting the password.

If you are locked out from your Dropbox account because you cannot access the email of the account and you cannot receive the 6-digit verification code.

If you have a device that is currently linked to your Dropbox account, you can regain access through that device using the following steps:

After attempting to log in with the expired email address on the account, click “I can’t recover my account using this page”.

You’ll see a prompt asking if you have a device linked to the Dropbox account. Click “yes” to proceed.
You’ll then see a page with the button “Send notifications”. Please note that this will send notifications to all of your linked devices and mobile apps.
Open the notification, which should take you to the Dropbox app.
Click “details”. This will open up a browser or view, where you can enter a new email. You’ll receive a password reset link in your new email address’s inbox. After you’ve reset your password, your Dropbox account email will be switched to your new email.

If you don’t have access to a linked device and no access to the email.

Then you may need to authenticate yourself manually. You can contact support from an incognito/private browsing window and submit a help request. Click Can’t sign in? then select your issue, for example: Forgot or can’t access sign in email.

A lot of info here, but hope this helps as a first measure!

Thank you!

Sam

View solution in original post

Hannah · ‎10-22-2021

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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Leah20 · ‎10-25-2021

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

Mark · ‎10-25-2021

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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Leah20 · ‎10-26-2021

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.

Hannah · ‎10-28-2021

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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Leah20 · ‎11-02-2021

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

Jay · ‎11-02-2021

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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Leah20 · ‎11-03-2021

Thank you

Hannah requested a ticket number. It is: 15083838

Leah

Jay · ‎11-04-2021

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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