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Forum Discussion

Balawayne's avatar
Balawayne
Explorer | Level 4
4 years ago

Lost phone with Google authenticator and couldn't sign in now

Hi,

I have a Dropbox account in which I have enabled 2 step verification by google authenticator. I lost my phone and I couldn't access my Google Authenticator for Dropbox. Because of that when I try signing in into the Dropbox, I don't have 6 Digit Google Authenticator pin as well as I don't have Emergency Backup codes.

I really need to access my account. Please someone help me to solve this. I couldn't even email or call dropbox customer service since I have a basic plan.

Thank you in Advance,
Bala.
  • Mark's avatar
    Mark
    4 years ago

    No, the account is totally lost without those codes or the backup ones. 

     

    It is not possible to get in without either. 

  • xrous1's avatar
    xrous1
    New member | Level 2

    Hey man, not sure if you'll check this. I had the same situation about getting locked out of my Dropbox. I kept persisting with Dropbox support and asked about 10 times for my case to be escalated. Eventually they escalated to another team member who allowed me to provide documents to prove my identity (passport, file names etc.) I got back into my Dropbox. Good luck!

    • Balawayne's avatar
      Balawayne
      Explorer | Level 4
      Hey man, thanks! I didn't try much after that. How to communicate with them? I'm from India, So I couldn't call their customer support too. I don't know what to fo, please let me know.
  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II

    I'm afraid that without either the phone and the codes OR your backup codes the account is lost. Are you logged in anywhere already? That will help you download everything to set up a new account.

     

    Simply put you told Dropbox to only allow people in who had one of those two things - you now dont have them so it cannot let people in. 

     

    Also, I have found before that if you re-add the Google Authenticator app to a phone it restores all previously set up 2FA - have you tried that?

    • Balawayne's avatar
      Balawayne
      Explorer | Level 4
      Mark, I didn't login anywhere with that account. That's the issue here. I tried installing google authenticator but it was not showing up the codes.
      But I do have the same number now. I have the same number. Is there any way we can login using our mobile number or with OTP sent to registered mobile number? I can do that if it is possible.

      I don't want to lose the data in my dropbox. Please help.
      • Mark's avatar
        Mark
        Icon for Super User II rankSuper User II

        Unless your phone was set up as a backup on the account, no, I'm afraid not. 

         

        The Authenticator App does not link to phone numbers so unless you explicitly added your number to Dropbox it wont know it.

  • Souza's avatar
    Souza
    Explorer | Level 3

    I need you to deactivate my authentication because my cell phone was stolen and I don't have the authentication anymore because the carrier's chip went with the cell phone, can you deactivate it? I can prove that the account is mine

    • Megan's avatar
      Megan
      Icon for Dropbox Staff rankDropbox Staff

      Hi Souza, I'd be happy to help! 

       

      Would you mind clarifying for me if you're referring to your Google Authentication, or 2FA? 

       

      Do you also have access to the email address linked to your Dropbox account? 

       

      Let me know more, and we'll take it from there! 

  • EssoPaC's avatar
    EssoPaC
    Explorer | Level 3

    i have the same problem too guys

    how can i open my dropbox account, 

    • Nancy's avatar
      Nancy
      Icon for Dropbox Staff rankDropbox Staff

      Hey EssoPaC

       

      Do you perhaps have the emergency backup codes that you should have received upon enabling 2FA on your Dropbox account?

       

      Were you also using Google Authenticator before and you no longer have access to your mobile device?