How to resolve two-step verification issues

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

• Lost phone or changed phone number
• Invalid code
• Received a two-step verification code while not attempting to sign in
• Not prompted to enter a two-step verification code
• Disable two-step verification

Lost phone or changed phone number

If you lost your phone or got a new phone number and no longer have access to your old phone number, there are several alternative ways to receive a two-step verification code. Try the following methods before contacting Dropbox support.

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.

Use a different connected device

If you have multiple devices linked to your Dropbox account, click Having trouble getting a code? in the window that appears when you try to sign in, and then click Send me a notification. You should receive a notification on all connected devices. Tap Review, then Yes to sign in.

Use Dropbox in the taskbar/menu bar

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. Click the Dropbox icon in your taskbar (Windows) or menu bar (Mac), and then click the globe icon to open dropbox.com. 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.

Invalid code

If you see an error message about an invalid code, you may need to turn on automatic time sync on your mobile device. To do so, follow the instructions for your device below.

iOS

1. Open the Settings app.
2. Tap General.
3. Tap Date & Time.
4. Toggle Set Automatically on.
   • If Set Automatically is already on, toggle it off, wait a few seconds, and toggle it back on to reset

Android

1. Open the Settings app.
2. Tap Date & time.
   • Depending on your device, Date & time could be located under Additional settings or System
3. Toggle Automatic date & time on.
   • If Automatic date & time is already on, toggle it off, wait a few seconds, and toggle it back on to reset

Received a two-step verification code while not attempting to sign in

If you’re receiving two-step verification codes to your email or your phone when you’re not trying to sign in, contact Dropbox support to make sure your account is secure and change your Dropbox password as soon as possible.

Learn more about how to choose a strong password for your Dropbox account.

Not prompted to enter a two-step verification code

If you set up two-step verification but aren't being prompted to enter a code, it probably means you’re using a trusted device.

To see the prompt again, you can clear the cache and cookies in the web browser on your computer or revoke trusted status from your devices. To revoke trusted status:

1. Sign in to dropbox.com.
2. Click your profile picture.
3. Choose Settings.
4. Select the Security tab.
5. Scroll to the Two-step verification section.
6. Click Revoke All next to Trusted Devices.

Note: If you’re using the Dropbox desktop application, your computer is automatically a verified device, so you won’t be prompted to enter a two-step verification code.

Disable two-step verification

You can disable two-step verification for your Dropbox account at any time. To do so:

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