How to troubleshoot 2-step verification issues
This article describes a feature available to all users on Dropbox.
Note: If you’re a team member on a Dropbox team account and are having issues logging in with 2-step verification, contact your team’s admin for assistance. They can reset your 2-step verification settings.
What if I lost my phone or changed my 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 ways to receive a 2-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 2-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 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 2-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 click Text my backup phone. Then, find that phone or contact the person that has it, and follow the prompts from there.
Use the Dropbox desktop or mobile app
If you have the Dropbox desktop or mobile app, click Having trouble getting a code? in the window that appears when you try to log in, and 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 the Dropbox desktop app 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 2-step verification code to log in. Click the Dropbox icon in your taskbar (Windows) or menu bar (Mac), and 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.
Find the Dropbox icon in your Menu bar on Mac.
Find the Dropbox icon in your taskbar bar on Windows.
Click the globe icon.
Why am I seeing a message about an invalid code?
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.
- 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.
What if I didn't receive a code?
If the correct password is entered, the one-time code should be visible in the notifications panel on the Dropbox desktop or mobile app.
If you didn’t receive a 2-step verification 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-step verification, make sure that your phone number is correct and that your phone provider isn’t blocking these types of messages.
- Learn how to check for blocked messages on Android.
- Learn how to check for blocked messages on iPhone.
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-step verification code, wait 24 hours and then try to log in again.
What if I received a 2-step verification code while not trying to log in?
If you received a 2-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.
What if I’m not prompted to enter a 2-step verification code?
If you set up 2-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 bottom-left corner.
- Click Settings.
- Click the Security tab.
- Scroll to the 2-step verification section.
- Click Revoke All next to Trusted Devices.
If you still need help troubleshooting 2-step verification issues, contact Dropbox support.
