My iPhone was stolen and two-factor authentication is preventing my account access.
My iphone was stolen, and two factor authentication is stopping me from logging in. A code is supposed to be sent to my new phone, but I never receive it. Sometimes I receive an error message th...
but I didnāt ask them for the key. You will see the help I asked for was because my iPhone was stolen and I canāt get access to my Dropbox account. Iām trying to get my Google Auth App set up again so Iām trying to add a code. I want to try to get Google Auth working to see if that will get me in to my old Dropbox account. I just set up this new Dropbox account to ask the Community for help as Iām a novice at Dropbox account issues.
Iām also going to ask you to check your audit trail to see who removed my phone number from my account. I had that as a backup. The screenshot I included in this message was preceded by a screen that said I would receive a text with a code that I could use as an alternative to getting a code from the Google Auth App. I clicked to send me this code via text message and received the error message in the attached screenshot. I believe that is when someone removed my cell phone number from my old Dropbox account. I can send you my cell phone number via a private message if that would help you. I really want the audit trail investigated. This is clearly a hack by someone. I can give you more details in a private message if that would be helpful. Thanks for your help.
Hey PrivRelay, I was able to locate your ticket number on our system and had a look into this.
I had a and I completely understand how frustrating it can be to wait for a resolution. And it's definitely important and vital to gain access to your Dropbox account.
I want to assure you that our specialized team is more than willing to investigate your case. However since this issue requires advanced tools and account visibility that we don't have available here in the community, your case is in the best possible hands with them.
Keep in mind that you'd need to follow their steps, and reply back using the email address linked to the Dropbox account facing the issue, in order for them to have more insight to the issue at hand.
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!
About Security and Permissions
Start a discussion in the Dropbox Community forum to get help with your account security and permissions. Find support from Community members.
Need more support
If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.
For more info on available support options for your Dropbox plan, see this article.
If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!
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A code is supposed to be sent to my new phone, but I never receive it. Sometimes I receive an error message th...","body@stringLength":"1469","rawBody":"\n
My iphone was stolen, and two factor authentication is stopping me from logging in. A code is supposed to be sent to my new phone, but I never receive it. Sometimes I receive an error message that says there was an error sending the code. I changed my password on my account with the Apple Private Relay address, but I am not receiving the code, so I canāt logon. I have 2 factor authentication on, and I canāt get the code from the Auth App either because of the stolen phone. See attached screenshot with error message
\n
Dropbox Support staff says I will never be able to recover my account because the email address is an Apple private relay address and I cannot send them an email from this address. This is ridiculous. I have recovered other accounts elsewhere that use Appleās private relay address. Dropbox Support says they are going to just close my Help Desk Ticket without helping me further/with no resolution. This seems to be bad security recovery design. I would appreciate any help in gaining access to my account. I only have one device- my new iPhone. Thanks
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Hey PrivRelay, I was able to locate your ticket number on our system and had a look into this.
\n
I had a and I completely understand how frustrating it can be to wait for a resolution. And it's definitely important and vital to gain access to your Dropbox account.
\n
I want to assure you that our specialized team is more than willing to investigate your case. However since this issue requires advanced tools and account visibility that we don't have available here in the community, your case is in the best possible hands with them.
\n
Keep in mind that you'd need to follow their steps, and reply back using the email address linked to the Dropbox account facing the issue, in order for them to have more insight to the issue at hand.
\n
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.
\n
Thanks a bunch!
","body@stringLength":"1288","rawBody":"
Hey , I was able to locate your ticket number on our system and had a look into this.
\n
I had a and I completely understand how frustrating it can be to wait for a resolution. And it's definitely important and vital to gain access to your Dropbox account.
\n
I want to assure you that our specialized team is more than willing to investigate your case. However since this issue requires advanced tools and account visibility that we don't have available here in the community, your case is in the best possible hands with them.
\n
Keep in mind that you'd need to follow their steps, and reply back using the email address linked to the Dropbox account facing the issue, in order for them to have more insight to the issue at hand.
\n
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.
but I didnāt ask them for the key. You will see the help I asked for was because my iPhone was stolen and I canāt get access to my Dropbox account. Iām trying to get my Google Auth App set up again so Iām trying to add a code. I want to try to get Google Auth working to see if that will get me in to my old Dropbox account. I just set up this new Dropbox account to ask the Community for help as Iām a novice at Dropbox account issues.
Iām also going to ask you to check your audit trail to see who removed my phone number from my account. I had that as a backup. The screenshot I included in this message was preceded by a screen that said I would receive a text with a code that I could use as an alternative to getting a code from the Google Auth App. I clicked to send me this code via text message and received the error message in the attached screenshot. I believe that is when someone removed my cell phone number from my old Dropbox account. I can send you my cell phone number via a private message if that would help you. I really want the audit trail investigated. This is clearly a hack by someone. I can give you more details in a private message if that would be helpful. Thanks for your help.
but I didnāt ask them for the key. You will see the help I asked for was because my iPhone was stolen and I canāt get access to my Dropbox account. Iām trying to get my Google Auth App set up again so Iām trying to add a code. I want to try to get Google Auth working to see if that will get me in to my old Dropbox account. I just set up this new Dropbox account to ask the Community for help as Iām a novice at Dropbox account issues.
Iām also going to ask you to check your audit trail to see who removed my phone number from my account. I had that as a backup. The screenshot I included in this message was preceded by a screen that said I would receive a text with a code that I could use as an alternative to getting a code from the Google Auth App. I clicked to send me this code via text message and received the error message in the attached screenshot. I believe that is when someone removed my cell phone number from my old Dropbox account. I can send you my cell phone number via a private message if that would help you. I really want the audit trail investigated. This is clearly a hack by someone. I can give you more details in a private message if that would be helpful. Thanks for your help.
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Dropbox Staff
