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Forum Discussion
Two-Factor Authentication - My Phone Number Has Changed
Hi Support,
I need to change the phone number on my business account. I cannot login because of 2FA. Ideally, I'd like to turn it off. Is there anyway I can get back into my account?
Best,
DWT
The only way to verify your account when you use two-step verification is with the security code, or the mobile number, which is now no longer an option. There isn't another method to verify your identity.
I’d recommend getting in contact with our support team directly to look into this matter in more detail.
You can do this by opening an incognito/private browsing window, while not signed into your account, and accessing this link.
From there you should be able to contact support. Make sure to enter the same email you use to login to Dropbox.
- Jay
Dropbox Staff
Hi dwt, thanks for posting today!
Generally, if your phone number has changed, you’ll need to use the emergency backup code generated at the time you set it up to login to your account, disable the measure, and change the number afterwards.
Without the code, it wouldn’t be possible to regain access to the account.
Hope this helps!
I don't have the emergency code. Can someone reset this feature or send me the code?
- Rich
Super User II
dwt wrote:
I don't have the emergency code. Can someone reset this feature or send me the code?
Generally, no, Dropbox won't do that. You've enabled security on your account to prevent someone from trying to gain access without having your phone or emergency codes, and now you're trying to do just that. You can try contacting Support directly, but they may not be able to assist you with this.
I no longer have the phone where the verification code is being sent. Help!
- Mark
Do you still have a computer or device signed in to the account?
If not you need to use the emergency pass codes you are given when signing up for the codes. Without them I'm afraid the account is lost.
Hi,
Since I have changed my mobile I cannot access dropbox from my mobile. Because the APP authenticator does not generate any code for me. and I need the code for the double factor authenticator.
Could you help me?
Víctor
