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Forum Discussion
Error when trying to sign in on the mobile app
I can sign-in with no problem on my laptop, but I am getting an error message when trying to log-in to the mobile app. It says "sign-in failed. The provided user information isn't valid. What is the issue?
- Hannah
Dropbox Staff
Hi there, MS312, thanks for bringing this to our attention.
Are you using a Basic free account?
And if so, is it possible that you've already hit your 3 device limit?
If you already have 3 devices connected to your account, you won't be able to connect another one, unless you remove one of the existing ones.
You can find all your connected devices in the "devices" section of your account settings here.
Let me know what you find.
Sorry to hear about the trouble logging in. Here are a few steps you may try to resolve the issue:
- Check Credentials: Ensure you’re entering the correct email and password.
- Update the App: Make sure your Dropbox app is updated to the latest version.
- Clear Cache: Go to your device settings, find the Dropbox app, and clear its cache.
- Reinstall the App: Uninstall the Dropbox app and then reinstall it from the app store.
- Reset Password: If the problem persists, try resetting your password and then logging in again.
