Lost phones, or other issues with two-step verification
In order for two-step verification to work correctly, you'll need a mobile device capable of receiving text messages or running a compatible mobile authenticator app. You should disable or reset two-step verification via the Security tab of your Dropbox account settings if you're encountering any of the following issues:
- You're not receiving text messages
- You've lost your phone
- Your mobile authenticator app isn't working
How to access your account settings
The easiest way to access your account settings is on a computer you've recently used to sign in to dropbox.com. If you haven't yet signed out, or if you previously selected the Trust this computer option when signing in, you should be able to go to dropbox.com in your browser. From there you can access your account settings without an additional security code.
Access account settings via the Dropbox desktop app
You can also access your settings through the Dropbox desktop application. If the application is running and linked to your account, click the Dropbox icon in your system tray (Windows) or menu bar (Mac) and then click the globe icon. This will take you straight to dropbox.com, where you'll be signed in automatically.
Access your account settings using an iOS device
If your account is still linked to your smartphone, you may be able to disable two-step verification from the Security page of the Dropbox mobile app:
- Open the Dropbox mobile app and tap Settings.
- Tap Link a Computer.
- Follow the instructions given.
- Once you've scanned the QR code, you will be automatically signed in to your Dropbox account.
- Note: If you're not prompted for your two-step verification code then the application on your phone is not linked to your Dropbox, and you will not be able to sign in using this method.
Access account settings using an emergency backup code
As a last resort, you can sign in using your password and the emergency backup codes given to you when you first turned on two-step verification. We also recommend changing your password if you've lost your phone.
- Sign in to dropbox.com.
- Enter your security code when prompted, then click I lost my phone.
- Enter your emergency backup code and click Disable two-step verification.
Note: When entering a backup code, be careful to transcribe the code correctly. A "1" (one) can look like an "L," a "0" (zero) can look like an "O," and vice-versa. If you're unsure whether it's a letter or number, try different combinations of the backup code.
Note: If you've enabled two-step verification more than once, be sure to use the most recent backup code. When you get a new backup code, the old one is invalidated. Any time you use the backup code you disable two-step verification.
Restarting two-step verification if you disabled it
If you have a smartphone, you should re-enable two-step verification using an offline authenticator app. This is especially true if you encounter frequent problems receiving SMS text messages. Offline authenticator apps are available for Android, BlackBerry, iOS, and Windows phones.
Dropbox Business users
Your administrator can disable two-step verification for any member of the team. Admins can do this by going to the Members page of the Admin Console and selecting Disable two-step verification from the options menu for the member.
Also note that you may not be able to use two-step verification through Dropbox if your admin has turned on the single sign-on (SSO) feature. This feature lets users access Dropbox by using their company's sign-in page. Contact your admin to find out whether this feature has been turned on. If so, learn more about what you need to do to access Dropbox on the web, computers, and mobile devices.
Common issues with two-step verification
I set up two-step verification using an offline authenticator app
Please note that the security codes that an offline authenticator app generates are unique and time-sensitive. These codes are also dependent on the time and date to operate. To ensure that they work correctly, be sure that the time and date settings are correct on both your phone and the computer you are attempting to sign in to.
I set up two-step verification using SMS
Please note that SMS security codes are also unique and time-sensitive. If you're using SMS to receive a two-step verification code, be sure to enter the code as soon as it arrives.
Finally, please be sure to write down your emergency backup code any time you enable or re-enable two step verification.
I've tried everything, but I'm still having an issue accessing the Dropbox mobile app
If you've tried each of the troubleshooting steps above and you're still having an issue accessing the Dropbox mobile app, you may need additional help. To get additional help:
- If you haven't yet done so, submit a ticket.
- If you submitted a ticket, and then arrived at this article via an automated email response from us, reply to that email.
- Note: be sure to let us know that you've tried each of the steps listed in this article, including using an emergency backup code and restarting two-step verification
We'll then do our best to assist. However, please note that the vast majority of issues with accessing the Dropbox mobile app are solved by trying one or more of the suggestions in this article.
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