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mcv's avatar
mcv
Explorer | Level 4
8 years ago

OS X Dropbox won't accept 2 factor verification code

Somehow Dropbox on my Mac lost access to my account, so my files aren't syncing anymore. Possibly because I upgraded to a new version of OS X (I'm now on Sierra). Dropbox is still installed, howeve...
Sync
  • Jane's avatar
    Jane
    6 years ago
    Hey there (WHY3), are you seeing the same error message the OP had mentioned? I’m merely asking, as this thread was originally created in 2017, so the issue at hand could be slightly different on your end. 
     
    If you can’t setup your account as expected, I’d suspect that something could be blocking our application from running as it should. I’d appreciate it if you could try the following for me: 
     
    Spoiler
    • Stop Dropbox (if needed) by clicking the Dropbox icon in the menu bar on the top of your screen. >Click on the gear icon in the Notifications panel and select "Quit Dropbox". 
    • Delete the Dropbox application from the Applications folder. You may need to provide your computer password in order to perform this action. 
    • Reinstall the Dropbox desktop application following these steps:
    • Open the Dropbox .dmg file and double click the Dropbox icon. Dropbox should appear in your menu bar.
    I hope that this is-even slightly- helpful to you & please do let me know here if I've misunderstood your inquiry in any way. Thanks again for reaching out to us on our Forum! 
Jane's avatar
Jane
Icon for Dropbox Staff rankDropbox Staff

Hey mcv, 

Welcome to the Dropbox Commnity, let's go through some troubleshooting steps together!

Sorry to hear about the issue you've experieced logging in to your account using  two-step verification. Just to make sure I'm sending over the right steps, let me ask you whether codes arrive delayed or expired on your phone or you have previously used your backup codes. 

Once I have this piece of information, I'd be glad to send over more steps! 

Warm regards, 

JaneA

mcv's avatar
mcv
Explorer | Level 4
8 years ago

No, the codes arrive immediately on my phone. There's no significant delay. I immediately tried them in the Dropbox Set Up.

I think I got a different error when I tried to reuse the same code twice, which is probably what happens when a code expires.

I don't think I ever used any backup codes.

  • Jane's avatar
    Jane
    Icon for Dropbox Staff rankDropbox Staff
    8 years ago
    Hey mcv, 
     
    Thanks for getting back in touch with this additional information, much appreciated! 
     
    Hmmm… This seems rather strange… Because this is an account-specific issue, it seems like the matter should be investigated by a specialized team member, who’d be able to access your account details. So that we have a look and assist, please log a ticket with our team giving us any details surrounding the case that would help us determine the cause and let me know a ticket ID once you have done so, so that I follow-up on your request on my end. 
     
    Any screenshots exhibiting the behavior would be extremely useful. Thank you in advance for your cooperation!
     
    Warm regards, 
    JaneA 
    • mcv's avatar
      mcv
      Explorer | Level 4
      8 years ago

      Thanks. My ticket id is #6199842.

      • Jane's avatar
        Jane
        Icon for Dropbox Staff rankDropbox Staff
        8 years ago

        Hey mcv, 

        Thanks for your cooperation, much appreciated! 
         
        I’ve located the support ticket and I’ve made sure that a team member has been assigned to the case. At your convenience, could you check your inbox for our latest message and let me know if you have any issues locating the reply, so that I make sure that you receive it again? I will make sure that your comments are properly transferred there, so that you troubleshoot from the point you have left here. 
         
        Hope this gets resolved soon! 
         
        Warm regards, 
        JaneA

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