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Forum Discussion

elhdesigner's avatar
elhdesigner
Helpful | Level 5
2 years ago

Not receiving 6 digit verification code

I have been trying to access my dropbox account for the past month and have not received any 6 digit access code emails or any password reset emails, or for that matter any emails from Dropbox. I pay...
Account Access
Account Settings
emails
Security
  • elhdesigner's avatar
    elhdesigner
    2 years ago

    Hey Jay, 

    I had previously added the no-reply@dropbox.com email to my contacts and that did not solve the problem. I was able to pull out my old computer, thankfully, and the code was being sent as a notification and not as an email. So I am in now but if I had not been able to resurrect my computer from the dead things would still be a problem!

jjavier's avatar
jjavier
Explorer | Level 3
2 years ago

Hello,

 

I have run out of options. I am trying to sign in to our client's Dropbox Teams account but I am not getting the OTP. Dropbox is already whitelisted and we ran the message trace in O365 and did not see any email come in from Dropbox. The email address can receive emails from other senders so the mailbox is fine.

 

We submitted a ticket to Dropbox support but was only told that they do not monitor the account. I sent a follow up email to inquire what they meant by this - if the account has been cancelled, suspended etc and I have not gotten any response at all.

  • Nancy's avatar
    Nancy
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    Hi jjavier! Let’s have a look.

     

    First of all, can you please send me any ticket numbers you may have, in order to locate them in our system?

     

    Since you’ve checked a few things already, I understand you’ve also looked into the spam folder and the email isn’t there either.

     

    Has this email address received any Dropbox emails at all recently? Can you also add no-reply@dropbox.com to the email contacts, and attempt to resend the one-time code?

    • jjavier's avatar
      jjavier
      Explorer | Level 3
      2 years ago

      Hi Nancy,

       

      Here's the original ticket number that was generated when we sent an email to Dropbox support - 22583337.

      Yes I've added no-reply@dropbox.com as an O365 Contact and made sure it's whitelisted but it still did not send an OTP.

      O365's message trace do not show any logs of emails coming from no-reply@dropbox.com. There is nothing in the Quarantine or Spam folders.

      • Megan's avatar
        Megan
        Icon for Dropbox Staff rankDropbox Staff
        2 years ago

        Hi jjavier, I just sent you an email on my end, since the last one seems to have been closed.

         

        Reply back to me, and we'll take it from there!

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