Inaccessible account due to lost 2FA options with existing support ticket
Hi everyone,
I'm posting this from a new Dropbox account because I'm completely locked out of my original one, and support hasn’t been helpful.
I’ve been going back and forth with Dropbox support...
Hi Miss! Please hep me, I have a problem with two factor authetication code. This is a different account. So unfortunately, since it is a business account, there had been recent change of passwords and because of that whenever we try to log in no matter how accurate the email and passwords are, since the 2FA is on and my phone number is accessible, it still gets an error quote ".. couldn't send text". We have done this for hours. We cannot log in and we need it for work. Please help us to have the account in good network or bug fix so the authentication code can be sent.
Hi I already sent a ticket regarding this. Since I couldnt sign in. Whenever we log into that account it says Two-step verification text message couldn't be sent. <a href="/help/364">Help</a>. How long would they respond? we badly need it back for work. Can anyone help us escalate this.. thank you..
You'll need to contact Dropbox Support directly. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.
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Hi everyone,
\n
I'm posting this from a new Dropbox account because I'm completely locked out of my original one, and support hasn’t been helpful.
\n
I’ve been going back and forth with Dropbox support (Ticket #24909124) and keep getting the same scripted responses, even after clearly explaining that I don’t have access to:
\n
\n
My old phone or number
\n
Any backup codes
\n
Any linked device
\n
\n
I get that security is important, but there should be some way to recover an account—ID verification, billing info, anything. Right now it feels like I’m being shut out permanently with no real path forward.
\n
Has anyone dealt with this before or successfully escalated a similar issue? Is there a way to get past the generic support and reach someone who can actually review the situation?
I'm posting this from a new Dropbox account because I'm completely locked out of my original one, and support hasn’t been helpful.
\n
I’ve been going back and forth with Dropbox support (Ticket #24909124) and keep getting the same scripted responses, even after clearly explaining that I don’t have access to:
\n
\n
My old phone or number
\n
Any backup codes
\n
Any linked device
\n
\n
I get that security is important, but there should be some way to recover an account—ID verification, billing info, anything. Right now it feels like I’m being shut out permanently with no real path forward.
\n
Has anyone dealt with this before or successfully escalated a similar issue? Is there a way to get past the generic support and reach someone who can actually review the situation?
\n
Would appreciate any advice or tips.
\n
Thanks, Pasha
"},"Conversation:conversation:827882":{"__typename":"Conversation","id":"conversation:827882","solved":true,"topic":{"__ref":"ForumTopicMessage:message:827882"},"lastPostingActivityTime":"2025-04-02T15:04:47.961-07:00","lastPostTime":"2025-04-02T15:04:47.961-07:00","unreadReplyCount":11,"isSubscribed":false},"ModerationData:moderation_data:827882":{"__typename":"ModerationData","id":"moderation_data:827882","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:827882_2":{"__typename":"Revision","id":"revision:827882_2","lastEditTime":"2025-03-25T12:07:35.939-07:00"},"ForumReplyMessage:message:827883":{"__typename":"ForumReplyMessage","id":"message:827883","conversation":{"__ref":"Conversation:conversation:827882"},"author":{"__ref":"User:user:696151"},"revisionNum":1,"uid":827883,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001020"},"subject":"Re: Inaccessible account due to lost 2FA options with existing support ticket","readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:827883"},"parent":{"__ref":"ForumTopicMessage:message:827882"},"body":"
The best way to go about issues like these, where access to account specific info is required, is through our support team.
\n
So, I'd suggest you continue working on this with the agent that's currently on your case and they'll escalate it, if need be.
\n
On my end, I've passed your comments along and raised the priority of the ticket, so hopefully you'll get to the bottom of the issue really soon.
\n
Let me know if you have any questions.
","body@stringLength":"861","rawBody":"
Thanks for reaching out to us, .
\n
I'm sorry to hear about your experience.
\n
The best way to go about issues like these, where access to account specific info is required, is through our support team.
\n
So, I'd suggest you continue working on this with the agent that's currently on your case and they'll escalate it, if need be.
\n
On my end, I've passed your comments along and raised the priority of the ticket, so hopefully you'll get to the bottom of the issue really soon.
\n
Let me know if you have any questions.
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Inaccessible account due to lost 2FA options with existing support ticket","moderationData":{"__ref":"ModerationData:moderation_data:828891"},"body":"
Hi Miss! Please hep me, I have a problem with two factor authetication code. This is a different account. So unfortunately, since it is a business account, there had been recent change of passwords and because of that whenever we try to log in no matter how accurate the email and passwords are, since the 2FA is on and my phone number is accessible, it still gets an error quote \".. couldn't send text\". We have done this for hours. We cannot log in and we need it for work. Please help us to have the account in good network or bug fix so the authentication code can be sent.
Hi Miss! Please hep me, I have a problem with two factor authetication code. This is a different account. So unfortunately, since it is a business account, there had been recent change of passwords and because of that whenever we try to log in no matter how accurate the email and passwords are, since the 2FA is on and my phone number is accessible, it still gets an error quote \".. couldn't send text\". We have done this for hours. We cannot log in and we need it for work. Please help us to have the account in good network or bug fix so the authentication code can be sent.
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Hi I already sent a ticket regarding this. Since I couldnt sign in. Whenever we log into that account it says Two-step verification text message couldn't be sent. <a href=\"/help/364\">Help</a>. How long would they respond? we badly need it back for work. Can anyone help us escalate this.. thank you..
Hi I already sent a ticket regarding this. Since I couldnt sign in. Whenever we log into that account it says Two-step verification text message couldn't be sent. <a href=\"/help/364\">Help</a>. How long would they respond? we badly need it back for work. Can anyone help us escalate this.. thank you..
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sofiayayawrote:\n
We cannot log in and we need it for work.
\n
\n
You'll need to contact Dropbox Support directly. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.
You'll need to contact Dropbox Support directly. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.
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Dropbox StaffSuper User II
