How to resolve two-step verification issues

Choose the section in this article that describes the issue you’re experiencing with two-step verification:

I lost my phone or changed my phone number

If you changed the phone number that you’re using for two-step verification, or if you lost your phone, you may have to contact Dropbox support. But first, we recommend trying the following:

Find connected computers or devices

See if you have any computers that are connected to your account. In other words, if you have a computer that automatically signs you in to your Dropbox account, then you don’t need two-step verification to sign in. Once you’re signed in to the connected device, you can turn off two-step verification for your account and sign in on any other computer or device.

Use your Dropbox emergency backup code

You may have set an “emergency backup code” when you set up your Dropbox account. If you did, you were told to save it for your records. If you still have your backup code, click Having trouble getting a code? in the window that appears when you try to sign in, and then click Enter the emergency backup code and type in your code.

Use your backup phone

When you set up your Dropbox account, you may have added a backup phone number that can receive texts. If you did, or you think you might have, click Having trouble getting a code? in the window that appears when you try to sign in, and then click Text my backup phone. Then, find that phone or contact the person that has it, and follow the prompts from there.

Why am I receiving two-step verification codes to my email or phone when I’m not logging in?

If you’re receiving six-digit security codes to your email or your phone when you’re not trying to log in, you may have to contact Dropbox support to make sure your account is secure. We also recommend changing your Dropbox password as soon as possible. 

Dropbox recommends strong passwords that are not used for any other website or service. 

I’m not prompted to enter my two-step verification code when I sign in. Why not?

The Dropbox website (dropbox.com)

If you set up two-step verification but aren't being prompted to enter a code when you sign in to dropbox.com, it probably means that you clicked Trust this computer from the prompt last time you signed in. 

To see the prompt again, clear the cache and cookies in the web browser on your computer. The next time you sign in, you'll be prompted to enter a two-step verification code.

The Dropbox app on your computer

When you use the Dropbox desktop application, you aren’t prompted to enter a two-step verification code. This is because the computer has already been verified. The files in your Dropbox account are already synced with the Dropbox folder on your computer. For this reason, we recommend you follow good security practices to protect your computer:

  • Always lock your computer when you leave it unattended
  • Ensure your computer requires a password when it resumes from sleep, screen savers, and lock screens
  • Only install the desktop application on trusted, non-public computers

I’d like to disable two-step verification for my account

Once you’ve signed in to your account, you can turn off two-step verification for your Dropbox account at any time. To do so:

  1. Sign in to dropbox.com.
  2. Click your avatar (profile picture).
  3. Click Settings.
  4. Click the Security tab.
  5. Toggle Two-step verification to Off.

What if I can’t sign in because I lost my phone or changed my phone number?

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