How to troubleshoot two-step verification issues

This article addresses common two-step verification issues and offers troubleshooting steps to resolve those issues.

How to change my two-step verification phone number

1. Log in to dropbox.com.
2. Click your avatar (profile picture or initials) in the upper-right corner.
3. Click Settings.
4. Click the Security tab.
5. Click Edit next to your phone number, in the Two-step verification section. 
   • You'll be prompted to enter your password to continue.

How to add a backup method for two-step verification

After enabling two-step verification, consider adding a backup phone that can receive text messages as well. If you ever lose your primary phone, or can't use your authenticator app, you can send a security code to your backup phone number instead.

1. Log in to dropbox.com.
2. Click your avatar (profile picture or initials) in the upper-right corner.
3. Click Settings.
4. Click the Security tab.
5. Under Two-step verification, click Add next to Backup method.
6. Enter your password when prompted.
7. Enter the phone number of your backup device.

How to obtain recovery codes 

1. Log in to dropbox.com.
2. Click your avatar (profile picture or initials) in the upper-right corner.
3. Click Settings.
4. Click the Security tab.
5. Click Show to the right of Recovery codes.
6. Enter your Dropbox password when prompted.
7. Write down the codes.

How to add an authenticator app as my primary authentication method

To change your primary authentication method from text messages (SMS) to an authenticator app:

1. Log in to dropbox.com.
2. Click your avatar (profile picture or initials) in the upper-right corner.
3. Click Settings.
4. Click the Security tab.
5. Scroll to the Two-step verification section and click Edit next to Preferred method.
6. Enter your Dropbox password when prompted.
7. Select Use a mobile app on the next screen.
8. Scan the QR Code using your authenticator app, then click Next.
9. Verify your authenticator app by entering the code that appears on your phone.
   • Recommended: Enter your mobile phone number in the field provided to add a mobile phone as a backup verification method.

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 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.

 

What if I 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.

What if I 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.

What if I’m 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. Log in to dropbox.com.
2. Click your avatar (profile picture or initials) in the upper-right corner.
3. Click Settings.
4. Click the Security tab.
5. Scroll to the Two-step verification section.
6. Click Revoke All next to Trusted Devices.

If you still need help troubleshooting two-step verification issues, contact Dropbox support.