If you didn’t receive a 2-factor authentication code, or got an error message that the code "couldn't be sent,” the issue may vary depending on your authentication method:
SMS authentication
If you’re using SMS for 2-factor authentication, make sure that your phone number is correct and that your phone provider isn’t blocking these types of messages.
Authenticator app
If you’re using an authenticator app and are unable to get a code, try the following:
- Make sure your phone's time and date are set correctly, as this can impact the code generated by your authenticator app.
- Check if your authenticator app needs an update and install any available updates.
- Verify that you are using the correct account or email in the authenticator app.
Additional authentication
If you’re asked for an additional authentication with a 6-digit code sent to your email, this is a security measure to verify your identity. It may occur if there are unusual login attempts or if you’re logging in from a new device. Check your email for the code and enter it to continue.
If you still can’t find your 2-factor authentication code, wait 24 hours and then try to log in again.
What if I received a 2-factor authentication code while not trying to log in?
If you received a 2-factor authentication 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.
What if I’m not prompted to enter a 2-factor authentication code?
If you set up 2-factor authentication 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 bottom-left corner.
- Click Settings.
- Click the Security tab.
- Scroll to the 2-factor authentication section.
- Click Revoke All next to Trusted Devices.
If you still need help troubleshooting 2-factor authentication issues, contact Dropbox support.