How to troubleshoot two-step verification issues
Note: If you’re a team member on a Dropbox team account and are having issues signing in with two-step verification, contact your team’s admin for assistance. They can reset your two-step verification settings.
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 turned on two-step verification. If you did, you were asked 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 log in, and then click Enter the emergency backup code and type in your code.
Use your backup phone
You may have added a backup phone number when you turned on two-step verification. If you did, or you think you might have, click Having trouble getting a code? in the window that appears when you try to log 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 log in, and then click Send me a notification. You should receive a notification on any connected devices where you’re logged in to Dropbox. Tap Review, then Yes to log in.
Use Dropbox in the taskbar/menu bar
If you use the Dropbox desktop app, your computer is a trusted device, so you won’t need to enter a two-step verification code to log in. Click the Dropbox icon in your taskbar (Windows) or menu bar (Mac), and then click the globe icon. This will open dropbox.com and you’ll automatically be logged in. From here you can turn off two-step verification or change your two-step verification number.
There are a few reasons you might see an error message about an invalid code:
- You’re entering an old code. If you requested a verification code multiple times, only the most recent one works.
- Too much time has passed between receiving the code and entering it. If this is the case, you can request a new code.
- Your phone provider limits these types of messages. You can wait 24 hours and try to log in again, or check your blocked messages.
- You may need to turn on automatic time sync on your mobile device and then try to log in again. To do so, follow the instructions for your device below.
- Open the Settings app.
- Tap Date & time.
- Depending on your device, Date & time could be located under Additional settings or System.
- 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.
- Open the Settings app.
- Tap General.
- Tap Date & Time.
- Toggle Set Automatically on.
- If Set Automatically is already on, toggle it off, wait a few seconds, and toggle it back on to reset.
Didn’t receive a code
If you didn’t receive a two-step verification code, this could be because your phone provider blocks these types of messages.
- Learn how to check for blocked messages on Android.
- Learn how to check for blocked messages on iPhone.
If you still can’t find your two-step verification code, wait 24 hours and then try to log in again.
Received a two-step verification code while not attempting to log in
If you received a two-step verification code when you’re not trying to log in, change your Dropbox password as soon as possible. If you’re unable to log in to your account, contact Dropbox support to make sure your account is secure.
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:
- Log in to dropbox.com.
- Click your avatar (profile picture or initials) in the upper-right corner.
- Click Settings.
- Select the Security tab.
- Scroll to the Two-step verification section.
- Click Revoke All next to Trusted Devices.