Hi,

We are currently setting up new Mac devices for our company. These Macs are completely stock with no pre-configured installations.

We’re encountering an issue where Dropbox cannot log in. The error message states that a CAPTCHA has not been filled in. The issue is inconsistent—on some Macs, Dropbox logs in without problems, while on others, the CAPTCHA error appears. We’ve only tested in incognito mode on devices where users are already logged in to avoid interfering with active sessions.

Troubleshooting Steps Tried:

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• Tested on Safari, Chrome, and Firefox (all latest versions)
\n
• Rebooted the devices
\n
• Completely reinstalled macOS
\n
• Disabled the firewall
\n
• Connected to different networks to rule out router limitations
\n

Despite these efforts, the issue persists unpredictably across devices. Some work fine, while others do not.

Could you provide any insight into what might be causing this behavior and possible solutions?

Hi,

We are currently setting up new Mac devices for our company. These Macs are completely stock with no pre-configured installations.

We’re encountering an issue where Dropbox cannot log in. The error message states that a CAPTCHA has not been filled in. The issue is inconsistent—on some Macs, Dropbox logs in without problems, while on others, the CAPTCHA error appears. We’ve only tested in incognito mode on devices where users are already logged in to avoid interfering with active sessions.

Troubleshooting Steps Tried:

\n
• Tested on Safari, Chrome, and Firefox (all latest versions)
\n
• Rebooted the devices
\n
• Completely reinstalled macOS
\n
• Disabled the firewall
\n
• Connected to different networks to rule out router limitations
\n

Despite these efforts, the issue persists unpredictably across devices. Some work fine, while others do not.

Could you provide any insight into what might be causing this behavior and possible solutions?

Hi Gaatjeniksaan, let's see what we can find about this!

Just to make sure we're aligned: I'm assuming you're trying to sign into your account using our website, and not the desktop app, right? If not, feel free to clarify. 

Also, since you mentioned you're using a Team account, do you notice this on multiple user accounts too? 

Other than the firewall, I'm assuming that you don't use any proxy, VPN, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains, right?

I'd appreciate a screenshot of the error you get, just make sure no personal info is shown there if you end up attaching one back to me.

Keep me posted, and we'll take it from there!

Thanks for your response.

I’m trying both login methods—directly via the browser and through the desktop app (which also requires a browser).

The only thing I haven’t tested yet is multiple user accounts, as you suggested. So far, it’s only my account that cannot sign in. Other users can log in and are prompted for 2FA, but I never reach the 2FA page with my own account. However, I am successfully logged into the Dropbox desktop app with my account on other devices, but I don’t dare to log out to test, as I’m concerned I won’t be able to sign back in.

I’m trying to log in on a new factory-default Mac, as well as using incognito mode in different browsers. Normally, we use Tailscale, but I’ve tested with and without it, as well as with different DNS servers.

The CAPTCHA error message does not always appear—currently, I can’t get it to show up at all, but at other times, it does. This makes it impossible for me to capture it in a screenshot.

Let me know if you have any further suggestions.

Hey Gaatjeniksaan, appreciate your info! 

Since the CAPTHCA isn't always present, does that mean that the web allows you to log into your account without an issue, or do you get any other errors? 

Have you tried disabling any add-ons and extensions -if you already use them- since they can interfere with expected browser behavior?

Hi Megan,

I’m unable to log in. When I press the “Log in” button, it shows a loading icon. At the same time, the Dropbox app sends a two-factor authentication code via macOS notifications on my other MacBook, but I never reach a page where I can enter the code.

After the “Log in” button finishes loading, nothing happens—no error message, no redirection. This issue occurs on Safari, Chrome, and Firefox, all of which are freshly installed on a brand-new Mac with no extensions. I even reinstalled macOS and only installed these three browsers, but the issue persists.

Strangely, the problem only affects my user account. Other users on the same Mac can log in without any issues.

Do you have any suggestions on how to resolve this?

All right Gaatjeniksaan, since I understand that the experience is inconsistent, let's also try the following, depending on what you get this time:

1) If you get the CAPTCHA challenge again, please try pressing on the audio button instead to see if it makes any difference. 

2) You mentioned a \"two-factor authentication code\", if you're talking about this and your Dropbox account doesn't use SSO, please try the following:
-Request a password-reset link via https://www.dropbox.com/forgot
-Set a new password
-Try to sign into your Dropbox account online again.

3) If possible, have the admin of the team add the following to your list of approved domains: dropbox-api.arkoselabs.com .

Let me know of any updates!

Hey Megan,

Thanks for your reply. I have never ever got a captcha challenge visually. 

Also with my already logged in account I cannot ad licenses or invite members (im admin). It seems like something is terribly wrong with my account since i also have the same issue on other devices with just only my account. 

On the my mac where i'am still logged in into dropbox almost everything i do in the admin console results in this message: 

\"Er is een probleem opgetreden bij het voltooien van deze aanvraag\".

I have a critical issue with my Dropbox Business account that has been going on for weeks. The problem? I cannot add users or assign licenses—every attempt results in an error.

I contacted Dropbox support multiple times, and instead of actually investigating the issue, they keep giving me useless, copy-paste responses like “Have you tried using a mobile browser?” or “Try a different device.”

I’ve already tried everything, and I provided extensive debugging details. But support doesn’t even seem to read my messages properly. They just throw the same generic troubleshooting steps at me every 24 hours, without actually thinking.

Since Dropbox refuses to listen, I did some testing myself. I created a brand-new business account, and guess what? With that account, I can add users and assign licenses without any issues. That means the problem is on their end, not mine.

Instead of waiting another 24 hours for the next useless response, I’m posting this here in the hope that someone competent will finally take a proper look at it.

My latest response, just 5 minutes ago, after an 11(!)-email conversation with absolutely no one listening:

Hi Martin,

I don’t feel like my issue is being seen as a priority by Dropbox, even though there is a clear bug our business  account. It does not matter what device I use. I have a software company and I’m a software engineer with a Master’s degree in Software Engineering, so I know how to debug. And no, you don’t need to treat me like some dumb kid—I know what I’m doing.

You suggest I try using a mobile browser, which you or your colleague also suggested two days ago. I did this immediately and shared my findings right away—within 10 minutes, instead of the 24 hours it takes you to respond.

I have tried everything—from every device, every network, Windows or Mac, Android or iOS, in every browser: Chrome, Safari, Firefox, and even Opera for **bleep** sake. In my hometown or elsewhere. With or without a VPN. I also made other users in our business admins. Each and every one of them gets the same error. So please fix your **bleep** software.

To further prove that the issue is on your end, I created a brand-new Dropbox Business account using *******. With this account, I can add users and assign licenses without any issues. However, with my main account *******, this is completely impossible, and I keep running into errors. This further confirms that the problem is on YOUR SIDE—not mine.

Since you seem unwilling to actually think, I’ll do it for you. Here are a few server-side debugging steps your engineers should perform:
1. Check internal logs for failed API calls or permission-related errors when attempting to assign licenses.
2. Verify system-level error messages when processing user and license modifications for my account.
3. Check for rate limits or security policies that may be incorrectly blocking user management actions.
4. Run internal diagnostic tools on my account to identify inconsistencies between different backend systems.
5. Compare my account (********) with a new business account (*******) to identify discrepancies, as the new account allows user and license assignments without issues.

I have no issues paying annually; however, I have issues paying for a bugged product that is used in the core of our business. I will not pay until this glitch is fixed. You may also contact me by phone at *******.

If this issue is not taken seriously, I will initiate a chargeback for the amount already charged.

I’m sick of getting one response from support every day while this is business-critical software. You guys provide it—start acting like it.

Greetings,

A very unsatisfied customer who is about to leave a review on every review platform you can think of if this issue is not taken seriously.

Hey Gaatjeniksaan, I was able to locate your ticket number on our system.

I had a look and I completely understand how frustrating it can be to wait for a resolution.

I want to assure you that our specialized team is actively looking into this. Since this issue requires advanced tools and expertise that aren't available to us here on the community, your case is in the best possible hands with them.

While we can't intervene in their process, I've gone ahead and raised the priority of your communication to \"High\". In any case, we're here to support you and answer any other questions you might have.

Thanks a bunch!

Thanks Megan!