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Forum Discussion
Mobile Authenticator not working
Using 2-step verification, I've recently tried switching from receiving texts to using the mobile authenticator. However, the latter is not working. I'm getting 'invalid' code when i try to input t...
Hi Brooke and Kelly!
Unfortunately, due to our security policies, if you don't remember your password and no longer have access to the email address registered to your Dropbox account, we have no way to help you regain access to that account.If it's possible, we recommend that you contact your email service provider to regain access to your email account, and then request a new password.
However, you may be able to transfer the files in this account to another account in one of two ways:
Method A
If you still have access to a computer with your Dropbox files on it, you can transfer the files to another Dropbox account you've created by unlinking and relinking the Dropbox desktop application to the new account.
To do so, please follow the instructions here:
https://www.dropbox.com/help/25
Method B
If you still have access to a smartphone with the Dropbox app on it and access to a computer, you can transfer the files to another Dropbox account by using the remote installation process.
To do this, please go to the mobile app and do the following:
1) Tap on the “Settings” tab.
2) Tap on “Link a Computer”.
3) Follow the instructions that appear on the screen.
4) Once you've scanned the QR code, you'll be automatically logged in to your Dropbox account. The desktop application will start to download to your computer and sync all files on your Dropbox to that computer.From here you can follow the instructions outlined above in Method A to merge your files with your new account.
Please make sure that you're not using a public computer to carry out this process, as doing so will download your files to the computer.
I hope this helps!
Dear Sir / Madam,
I am not receiving SMS to login to my account, please this is not professional service from dropbox.
I have tried many times since days gone and nothing works.
I do not have any connected device to the account and I have read all articles on your website and nothing works.
You are recommending us to activate to 2FA features for our accounts to secure it more and after all of that it is not working !!!!
Best Regards
- Megan
Dropbox Staff
Hey ronosolo777, thanks for posting here, and sorry to hear about it.
Would it be okay for me to reach out to your email, so we can have a closer look into this together?Dear Lori,
I am really confused, i have sent you an email from the one facing issue with and you haven't answered or helped, I am so sorry to say this is nor professional support from dropbox.
- Mark
Super User II
Lori emailed you on Thursday as per this thread.
Have you replied back yet? Note, however, that support do not work weekends so you wont get a reply until Monday at the earliest.
Pleaseeeeeee, i had posted yesterday on the community and I couldn't reply the drpboxer LORI, i cant press the reply button !!!!!!!!!!!!
- Megan
Dear Dropbox Community,
I have been asking the community and emailing the support since more than 13 days, and unfortunately no one is helping out. I was in contact with Megan and she suddenly stopped answering, then super user Mark answered on behalf of Lori and he also disappeared.
I have sent them all many emails as per their requests and no response at all !!!! and I am trying to add replies to my earlier post and i couldn't because the reply button is not activated on posts !!!!
I would like to know, are you going to help me with my issue. Please I need clear answers from you guys.
I will explain my problem again: I am not receiving SMS verification code to login to my other dropbox account.
- MeganHey ronosolo777!
I initially sent you an email, and created the 12597301 ticket number for this case.
However, you didn't reply back from the email address in question, therefore our communication closed due to inactivity.
Please reach out to our Support team from here via an incognito window by filling in the relevant details under "Submit a Help Request".
If you'd like, you can let me know the ticket number that you received (eg. #1234567) so I can pass along the info you've already provided us.
Let me know if you have any questions!
