Hi! Does anyone of you having problem generating recovery/backup codes? Whenever i click it it asked me for a password but nothing loads. this has been like for days now Can someone check?
I already have a ticket number (24812242). The link is helpful. It actually allows me to see my ticket history, which I can't access from the general support page - since I have a free plan. That page does repeat free plans have limited support options. I understand support would be limited for the free plans, but this is a basic security feature not working.
Hey TheNarg! From what I can see, your previous ticket was automatically closed at some point due to inactivity, so you’ll need to open a new one indeed.
Did you go to this page from an incognito window on your browser, like Hannah mentioned above? The reason for the incognito window is that we don’t want you to be signed in to ANY Dropbox account; otherwise, you won’t see the correct support options and your new ticket may end up in an unmonitored queue.
I know it's closed. I received an automated response one day at 2am stating it will be closed in the next few days if they don't hear from me and then it was marked closed (and solved!?!) 27 hours later. When I wrote to complain about it being closed (and not solved) so quickly, the response from the person helping me was it's an automated response and "Take as much time as you need to create a screen recording using the instructions I shared. Whenever you're ready to continue troubleshooting, you can simply reply to this email." (Copied from the support email sent to me.)
I've supplied the requested information as instructed and it's saved to your ticket support system. I've seen it using the link you provided, so I know it's in your systems. Someone can refer to it, even if it's marked closed. That support agent didn't indicate it would be a problem, so I would imagine it should not be.
Using your provided link, I've submitted the request one last time. I gave them the previous ticket number. I've invested enough time with this trying to help you fix your 2FA.
I see, thanks TheNarg! I can confirm your most recent ticket has been correctly logged in our system, so our team will get back to you as soon as possible. I’ve also left them an internal note on your behalf.
About Security and Permissions
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Does anyone of you having problem generating recovery/backup codes? Whenever i click it it asked me for a password but nothing loads. this has been like for days now Can someone check? ","body@stringLength":"213","rawBody":"
Hi!
Does anyone of you having problem generating recovery/backup codes?
Whenever i click it it asked me for a password but nothing loads. this has been like for days now
I already have a ticket number (24812242). The link is helpful. It actually allows me to see my ticket history, which I can't access from the general support page - since I have a free plan. That page does repeat free plans have limited support options. I understand support would be limited for the free plans, but this is a basic security feature not working.
","body@stringLength":"368","rawBody":"
I already have a ticket number (24812242). The link is helpful. It actually allows me to see my ticket history, which I can't access from the general support page - since I have a free plan. That page does repeat free plans have limited support options. I understand support would be limited for the free plans, but this is a basic security feature not working.
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Hi Everyone,
\n
This issue has been resolved by our Engineering team. Backup codes should now generate as expected.
This issue has been resolved by our Engineering team. Backup codes should now generate as expected.
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Hey Pablo61 and TheNarg, sorry to hear you're still having this issue.
I would suggest opening a help request with our support team directly.
To do so, open a private browsing window and go to this page to submit your request.
Let us know once you have your ticket numbers.
","body@stringLength":"933","rawBody":"
Hey and , sorry to hear you're still having this issue.
I would suggest opening a help request with our support team directly.
To do so, open a private browsing window and go to this page to submit your request.
Let us know once you have your ticket numbers.
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Generating Recovery/Backup codes not working","moderationData":{"__ref":"ModerationData:moderation_data:823827"},"body":"
Hey TheNarg! From what I can see, your previous ticket was automatically closed at some point due to inactivity, so you’ll need to open a new one indeed.
\n
Did you go to this page from an incognito window on your browser, like Hannah mentioned above? The reason for the incognito window is that we don’t want you to be signed in to ANY Dropbox account; otherwise, you won’t see the correct support options and your new ticket may end up in an unmonitored queue.
Hey ! From what I can see, your previous ticket was automatically closed at some point due to inactivity, so you’ll need to open a new one indeed.
\n
Did you go to this page from an incognito window on your browser, like Hannah mentioned above? The reason for the incognito window is that we don’t want you to be signed in to ANY Dropbox account; otherwise, you won’t see the correct support options and your new ticket may end up in an unmonitored queue.
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I know it's closed. I received an automated response one day at 2am stating it will be closed in the next few days if they don't hear from me and then it was marked closed (and solved!?!) 27 hours later. When I wrote to complain about it being closed (and not solved) so quickly, the response from the person helping me was it's an automated response and \"Take as much time as you need to create a screen recording using the instructions I shared. Whenever you're ready to continue troubleshooting, you can simply reply to this email.\" (Copied from the support email sent to me.)
I've supplied the requested information as instructed and it's saved to your ticket support system. I've seen it using the link you provided, so I know it's in your systems. Someone can refer to it, even if it's marked closed. That support agent didn't indicate it would be a problem, so I would imagine it should not be.
Using your provided link, I've submitted the request one last time. I gave them the previous ticket number. I've invested enough time with this trying to help you fix your 2FA.
I know it's closed. I received an automated response one day at 2am stating it will be closed in the next few days if they don't hear from me and then it was marked closed (and solved!?!) 27 hours later. When I wrote to complain about it being closed (and not solved) so quickly, the response from the person helping me was it's an automated response and \"Take as much time as you need to create a screen recording using the instructions I shared. Whenever you're ready to continue troubleshooting, you can simply reply to this email.\" (Copied from the support email sent to me.)
I've supplied the requested information as instructed and it's saved to your ticket support system. I've seen it using the link you provided, so I know it's in your systems. Someone can refer to it, even if it's marked closed. That support agent didn't indicate it would be a problem, so I would imagine it should not be.
Using your provided link, I've submitted the request one last time. I gave them the previous ticket number. I've invested enough time with this trying to help you fix your 2FA.
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I see, thanks TheNarg! I can confirm your most recent ticket has been correctly logged in our system, so our team will get back to you as soon as possible. I’ve also left them an internal note on your behalf.
I see, thanks ! I can confirm your most recent ticket has been correctly logged in our system, so our team will get back to you as soon as possible. I’ve also left them an internal note on your behalf.
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Dropbox Staff
