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Forum Discussion

3putts's avatar
3putts
New member | Level 2
5 years ago

I got an error "Sign in failed" when I tried logging in to my mobile

"Sign-in failed. Unknown error, please contact Dropbox customer support" HI there I cannot sign into Dropbox on my android S6, I keep getting above error. I have no issue when I try to sign into D...
Account Access
Error Messages
Mobile
Setting up the apps
TheIan's avatar
TheIan
Explorer | Level 3
5 years ago

Hello,

until recently i had used dropbox on my mobile phone to synchronize pictures. Now I noticed that the app was no longer connected and I had to log in again. Whenever I try to do this I get the error message "Error logging in. Unknown error. Please contact the dropbox support." Username and password are correct. Reinstalling the app didn't help either. In the account I also deleted the device link, so it shouldn't be because of the device limit.
Which other possibilities could be the cause of the error?
Thanks for your help.

 

  • Daphne's avatar
    Daphne
    Icon for Dropbox Staff rankDropbox Staff
    5 years ago

    Hey there TheIan, thanks for reaching out to us here!

     

    I've just moved your post here as it seems that you're having the same issue as the OP.

     

    Since you've already checked that you're not over the 3 device limit for Basic plans, I'd suggest checking that you're running the latest versions of your device's OS and the mobile app.

     

    I'd just like to note that our team is indeed aware of this issue and are looking into this further, so we will keep you up to date with any news we receive in this thread here.

     

    Let me know if you have any questions!

    • Daphne's avatar
      Daphne
      Icon for Dropbox Staff rankDropbox Staff
      5 years ago

      Thanks for checking on that Sammzie92!

       

      Do you perhaps have a Basic account with more than 3 devices currently connected to your account?

       

      If you're not sure, you can check your plan from here and you can see your connected devices from here. 

       

      Should your account be Basic and have 3 or more devices connected, you would need to unlink enough devices until only two are remaining so that you can link the new mobile app as the 3rd device.

       

      Let me know what you find!

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