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How to resolve two-step verification issues

When you have two-step verification enabled, Dropbox requires a six-digit security code—in addition to your password—when you sign in to your account. The steps below can help if you are having problems with two-step verification.

Sections in this article:

I have a security code, but it won’t work.

If you have a code that doesn’t seem to be working, try these steps:

  • Enter your security code as soon as it arrives. The security codes are unique and time-sensitive.
  • Be sure the system time of your phone and the computer you’re using to access Dropbox match.
  • Use a backup code if you have one.
  • If you’re on a Dropbox Business team, get your admin’s help.

I don’t have a security code and can’t receive one.

If you lost your phone, can’t receive text messages, or can’t get your mobile authenticator app to generate a code, try these steps:

How to reset two-step verification on dropbox.com

  1. Sign in to dropbox.com on a computer you've recently used to access Dropbox. 
    1. 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. 
  2. Follow the steps to enable two-step verification.
  3. Toggle Two-step verification to Off

How to reset two-step verification using the Dropbox desktop application

If the application is running and linked to your Dropbox account, you can access your account settings from the application without needing to sign in.

  1. Click the Dropbox icon in your system tray or menu bar.
  2. Click the globe icon. You’ll be taken to dropbox.com, where you'll be signed in automatically.
  3. Follow the steps to enable two-step verification.
  4. Toggle Two-step verification to Off

How to reset two-step verification on an iOS device

  1. If your account is linked to your iOS device, open the Dropbox mobile app.
  2. Tap Settings.
  3. Tap Link a Computer.
  4. Follow the instructions given.
  5. 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
  6. Click the Dropbox icon on the top left corner of the welcome page to access your Dropbox account. From here, you can disable two-step verification from the Security page.

How to reset two-step verification on a connected phone or tablet

If you're signed in to the Dropbox app on an iOS or Android device, you can send a notification to complete your sign-in.

  1. Sign in to dropbox.com.
  2. Click Having trouble getting a code?
  3. Review the list of connected mobile devices, and click Send me a notification beside the name of the device you'd like to send the notification to.
  4. Open the notification on that device.
  5. Tap Yes on your mobile device. You’ll be taken to dropbox.com, where you'll be signed in automatically.
  6. Follow the steps to enable two-step verification.
  7. Toggle Two-step verification to Off

After you’ve resolved your two-step verification issue, please make sure to re-enable two-step verification. If you encounter frequent problems receiving SMS text messages, you may want to re-enable two-step verification using an offline authenticator app.

I’ve tried all the troubleshooting steps, and I still can’t get two-step verification to work.

If the troubleshooting steps above don’t work for you, contact Dropbox support. Note, we will first ask you to try each of the steps listed in this article, including using a backup code and resetting two-step verification. Please complete all the steps in this article before submitting a ticket.

I’m an admin and one of my team members needs help with two-step verification.

If you’re the admin for a Dropbox Business team, you can reset two-step verification for a team member’s account in the admin console.

How to reset two-step verification for a team member

  1. Sign in to dropbox.com with your admin credentials.
  2. Click Admin console.
  3. Click Members.
  4. Locate the team member, and click the gear icon next to that person's name.
  5. Click Reset two-step verification.

I got an SMS code for two-step verification, but I wasn’t trying to sign in.

Dropbox will only send a two-step verification SMS message if you (or someone else) enter the correct email address and password on the account.

If you received an SMS but weren't trying to sign in, it's possible that someone else entered your correct email address and password. Someone else may have your password if:

  • You shared it with others.
  • It's easy to guess.
  • You use the same password for another service that's been compromised.

Take the following steps to make your account as secure as possible:

  • Change your password. Be sure to use a strong password that you don't use for any other service. When hackers obtain sensitive information from one service, they often use it to access accounts at other services. This is made possible by the fact that many people use the same password across multiple services.
  • Change the password for the email account that you use for your Dropbox account.
  • Unlink any unfamiliar devices, web sessions, and apps linked to your account by going to your security page.

If you're still concerned about the security of your account, contact us.

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

If you set up two-step verification but aren't being prompted to enter a code when you sign in to dropbox.com, it likely means you chose the Trust this computer option the last time you signed in. Trust this computer lets you access your account in a web browser without the additional security code.

To undo this, 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.

Two-step verification codes from the Dropbox desktop app

When you use the Dropbox desktop application to access dropbox.com, you'll notice we don't prompt you to enter a two-step verification code. This is because the computer has already been verified.

Adding two-step verification for web access from the desktop application wouldn't provide any additional protection for your files, because 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, including:

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

If the explanations above don't apply to your situation and you're still not getting prompted for the two-step verification code, contact us.

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