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two factor authentication

37 Topics

Phone verification issue - no backup codes and no connected devices
java, did you get an answer to your issue. can you login to dropbox eventually? Ihave the same phone verification problem. I don’t have backup code, no connected device. Tried very thing including norecognido mode. Still can‘t login……
dancinggrace
4 days ago Place Security and Permissions
23Views
0likes
1Comment
My password was changed by someone else. What are the next steps?
Ok, here is my story - looking for info and/or advice. My Xfinity email account has been hacked several times over the past year. The last time (5 months ago) and yesterday, the hackers were able to use the email account to gain access to my Dropbox account. Last time, I enabled 2-factor security in Dropbox with both a mobile authenticator app and physical security keys. Yesterday, my Dropbox password was hacked and changed... I knew it was happening because I was aware that my email was being hacked and was literally dealing with it as it was happening. I realized that my Dropbox password was changed and I immediately changed it again. I WAS asked for 2-factor verification using the mobile app. I might have been asked for the security key, too - I don't remember exactly as I was dealing with several things at once. Point is that I WAS asked for something 2-factor to authenticate and allow the password change to occur. What I find troubling is that "they" were able to change the password/gain access to my account with 2-factor in place... Isn't that the whole point of having 2-factor? A physical "key" which you must be in possession of in order to make certain changes to the account??? I chatted with Luis in Customer Support - absolutely NO HELP WHATSOEVER - basically stated "no idea how that happened" and said that the problem was probably my computer's security or that I had used public wifi... Public wifi never happened. I pressed him to escalate the case or forward it to a security team (does that even exist??). He asked to move the chat to email - I suspect as a way to get rid of me.. Any info / advice would be appreciated. Thanks for your time.
Solved
mathetesbl
4 days ago Place Security and Permissions
14KViews
1like
5Comments
Will enabling 2FA sign me out of my devices? Will I need to re-sync my files?
Does enabling 2fa will lost access on all devices? Will I need to resync folders again on desktop app??
Solved
KosyLoB
31 days ago Place Security and Permissions
69Views
0likes
2Comments
Can I set up 2-Factor Authentication with no cell phone?
Hi, I would like to make my Dropbox account more secure, so I tried to set up the 2-factor authentification. However, I have no cell phone, so I can't set it up. There is no option for a desktop-based authentificator (like KeepPassXC), nor for Dropbox to call me on a landline phone. What do you suggest I do to make my account more secure, if I don't have a cell phone? Thanks.
etewfik
2 months ago Place Security and Permissions
42Views
0likes
2Comments
Locked out of my account because I don't have access to the authenticator app
I have been locked out of my account, my phone died and while the number is the same, I don't have access to the 2 Factor Authentication app, I was using Microsoft Authenticator. However, I was never prompted to setup a backup code, which support told me should have been emailed to me. And while I know I set up a backup email, there is no option to unlock the account with any other method. Dropbox Support has told me there is no way to access my data now, and that's unacceptable. I'm so very very disappointed in Dropbox, they take more than 24 hours to respond to emails, and at odd hours too, and even if I respond to them right away, it takes a day or two to get a response. I have seen other posts in this community and other sites about this exact same problem that were resolved. I am most upset that I was told by Dropbox Support that I would still have access to my own files that were on my desktop, but I have been locked out of access to MY OWN FILES. This is absolutely unacceptable. I am totally at a loss what to do, it is so frustrating, and Support has been extremely rude and dismissive. Even if given access to my files, I will not be using their services anymore. Can anyone help me? Thank you. Do you have access to the email linked to the account? (Yes) Are there any devices connected to your Dropbox account? (No)
mummadrai
2 months ago Place Security and Permissions
115Views
0likes
5Comments
Locked out of my Dropbox account due to two-factor authentication
Long story short: I’m hoping someone here can help or point me toward advanced support. I have a paid Dropbox account, and I’ve been locked out for quite some time. When I try to log in, I’m asked for a 6-digit code from an authentication app. I clicked the “I still need help” link, which then prompted me for an 8-digit emergency backup code. I searched my email and tried to recall if I had set anything up that would cause this, but I have no recollection or record of enabling two-factor authentication. I tried contacting Support, but I can’t log in to submit a ticket because it requires the same 6-digit code I don’t have, so it’s turned into a bit of a vicious circle. I’m able to change my password successfully, but the two-factor prompts still appear afterward. I’m baffled. I did send an email explaining the issue but haven’t heard back. Note that the account I’m having trouble with is not the one I’m using to post here, because I would need to be able to complete a two-factor authentication code for that account, which for all intents and purposes doesn’t exist. Is there a way for paid users to escalate this to someone who can verify account ownership and help me regain access? I’d really appreciate any advice or next steps. This has been incredibly frustrating, and I just want to get back into my account.
Shauna1316
2 months ago Place Security and Permissions
179Views
0likes
10Comments
Cannot access my account - notification sent to non-existent authenticator app
Dropbox Plan Essentials Do you have access to the email linked to the account? yes Are there any devices connected to your Dropbox account? yes Question or Issue My group is using a Dropbox Essentials account and we are completely locked out. When we try to log in, we are sent a screen instructing us to "enter the code sent to your authenticator app" but there is no authenticator app in use and we do not get the code. The only other option we are given is to add the backup codes however we do not have those. We have tried to address this via a ticket (Ticket #25673449). We do not have a mobile number attached to the account and we cannot log in via any of the solutions offered by the bot. We desperately need a human to help us access our account. I am logged in here through a different account, since I cannot get into the needed account to send this help request.
langconf
2 months ago Place Security and Permissions
112Views
0likes
2Comments
Error when trying to receive a text message code for 2FA
Question or Issue I logged out of my Dropbox work account, to log into my personal account. After doing this, I tried to re-log back into Dropbox work account. I received the message to do the 6-digit authenticator code. Unfortunately, I cannot do that since my phone was recently replaced and I failed to reload authenticator for Dropbox. Other login options: Backup codes -- I do not have (who actually saves these!! I will once this fiasco is over). Desktop -- Do not have Dropbox saved to Desktop Last and final option-->Text to backup -- yes, I have my phone associated with the account (ending in the correct last two digits). But when I ask to send code, it says the phone is not available. The phone regularly receives text messages, as well as service texts from my bank, or amazon, etc. How am I to get access if the service that I'm limited to doesn't actually work?
Chelsea2
3 months ago Place Security and Permissions
130Views
0likes
5Comments
Locked out of my account after phone number change
Device (Samsung Galaxy A25) Operating System/Browser (if using the web) (Android 15, One UI 7.0) Question or Issue I recently changed my phone number, while keeping both my old number and (an even older) backup number saved on my Dropbox account. Now, I wanted to log into my account, but the app requires a security code which can only be sent to my old inactive number, but not to my (still active) backup number. So I am locked out of my account despite having saved an active phone number. On the web browser, it is possible to request a code being sent to another phone number, but the page then frequently freezes, spits out error messages (like "something went wrong" without saying what went wrong) and after 2-3 login attempts, it already locks my account, saying "you logged in too frequently". Could you please: also allow for the option to change the phone number to which a code shall be sent within the desktop app? make sure to allow for more requests for a security code before locking the account? I am sure that more users get annoyed by this, as phone number changes happen from time to time and a security code having to be re-sent can happen frequently when being in an environment with bad mobile connection.
Solved
sali_CPH
3 months ago Place Security and Permissions
194Views
0likes
4Comments
Someone accessed my Dropbox account and I can't get help
Dropbox Plan Professional Are you a Team Member or Admin? No Do you have access to the email linked to the account? Yes Are there any devices connected to your Dropbox account? Phone, tablet, work laptop Question or Issue A few days ago, My Dropbox account was hacked by an individual calling themselves Samuel Shimb (see screenshot below). They managed to get access to my account even with 2FA enabled (via SMS)! I want to make people aware of this and the fact that, when I raised this to Dropbox's chat and Support people, they downplayed it and said they's pass it along to their colleagues. Even when I mentioned in my communication with them that I had 2FA enabled, but did not receive any 2FA OTP, in their responses, they still went ahead to say that I must enable 2FA. I have been asking for escalations without any assistance on this matter. I am a paying Dropbox Professional customer, and I want to know how someone accessed my account outside of the normal authentication flow. Even if the hacker managed to obtain my Dropbox password (which I was not using anywhere else by the way), I want to know how they bypassed the 2FA. There were no indications in my GMail inbox of someone trying to reset my Dropbox password (so the hacker did not gain access to my email account first). I was able to login normally using my Dropbox account even after the attack. This has resulted in sensitive information being exposed to an attacker whose intentions I do not know, including work files. However, Dropbox staff have been downplaying this isse. Maybe because this could be a vulnerability on the side of Dropbox and they won't admit that.
phla
3 months ago Place Security and Permissions
410Views
1like
11Comments