How to resolve two-step verification issues

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

If you're the team admin of a Dropbox Business team, you can control how team members can share with people outside the team.

How to manage team sharing settings

  1. Sign in to dropbox.com with your admin credentials.
  2. Click Admin Console.
  3. Click Settings.

Dropbox sharing settings explained

After you navigate to sharing settings following the steps above, you have the option to change these settings:

Sharing files and folders externally

Choose whether team members can share files and folders with people outside the team. If you choose On, members can decide whether a shared file or folder is Team only when they create it. Changing this settings does not apply retroactively.

Editing external folders

If this setting is turned On, team members can edit shared folders that belong to people outside the team.

If this setting is turned Off, team members can still join folders that belong to people outside the team as view-only.

Note: Changing this setting does not apply retroactively.

Sharing links externally

If this setting is turned Off, team members cannot share links with people who aren’t on the team. In addition, existing links created by people in your team will no longer work for people outside the team.

If this setting is turned On, team members do have the ability to share links with people who aren’t on the team. Team members can override the Default shared link privacy setting described below.

Default shared link privacy

This setting controls the default behavior of shared links. As an admin, you can choose whether people outside your team or just your team can view shared links by default. 

  • If you choose Anyone, everyone with the shared link can view files by default, including people not signed into a Dropbox account.
  • If you choose Team only, only people on your team with the shared link can view files by default. People not signed into Dropbox cannot view the files.

File requests

In addition to the settings above, you can also manage how file requests work on your team.

  1. Sign in to dropbox.com with your admin credentials.
  2. Click Admin Console.
  3. Click Settings.
  4. Under the Additional settings section, click File requests.
    • If you choose On, your team members can create file requests. File requests are On for new Dropbox Business teams by default.
    • If you choose Off, no one on the team will be able to create a file request, and any pre-existing file requests will be deactivated.

I lost my phone or changed my phone number

If you changed the phone number that you’re using for two-step verification, or if you lost your phone, you may have to contact Dropbox support. But first, we recommend trying the following:

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 system tray/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 the system tray/menu bar, 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.

Why am I receiving two-step verification codes to my email or phone when I’m not logging in?

If you’re receiving six-digit security codes to your email or your phone when you’re not trying to log in, you may have to contact Dropbox support to make sure your account is secure. We also recommend changing your Dropbox password as soon as possible. 

Dropbox recommends strong passwords that are not used for any other website or service. 

I’m not prompted to enter my two-step verification code when I sign in. Why not?

The Dropbox website (dropbox.com)

If you set up two-step verification but aren't being prompted to enter a code when you sign in to dropbox.com, it probably means that you clicked Trust this computer from the prompt last time you signed in. 

To see the prompt again, you can:

The Dropbox app on your computer

When you use the Dropbox desktop application, you aren’t prompted to enter a two-step verification code. This is because the computer has already been verified. The files in your Dropbox account are already synced with the Dropbox folder on your computer. For this reason, we recommend you follow good security practices to protect your computer:

  • Always lock your computer when you leave it unattended
  • Ensure your computer requires a password when it resumes from sleep, screen savers, and lock screens
  • Only install the desktop application on trusted, non-public computers

How to revoke trusted devices

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

I’d like to disable two-step verification for my account

Once you’ve signed in to your account, you can turn off two-step verification for your Dropbox account at any time. To do so:

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

What if I can’t sign in because I lost my phone or changed my phone number?

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