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Marzena55555's avatar
Marzena55555
New member | Level 2
2 years ago

No SMS with double verification

I have a new smartphone (Samsung A54) and when logging into the application I do not receive a text message with a code for two-step verification. Is this a Dropbox or Samsung problem?
Account Access
Android
Mobile
Security
Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff

Hi Marzena55555, thanks for bringing this to our attention.

 

Have you previously enabled the 2FA feature on your account? Are you using the same phone number as before?

 

This will help me to assist further!

Marzena55555's avatar
Marzena55555
New member | Level 2
2 years ago

Yes, 2FA was on, the phone number is the same.

  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    Just to clarify, has the Dropbox mobile app signed in on the device?

    • Marzena55555's avatar
      Marzena55555
      New member | Level 2
      2 years ago

      I deleted the Dropbox app from my old phone and I couldn't log in to my new one.

      • Jay's avatar
        Jay
        Icon for Dropbox Staff rankDropbox Staff
        2 years ago

        If you're not receiving the SMS message, then it could be an issue with your mobile provider not sending the message to your phone. Have you tried contacting them to see if a message was sent and somehow blocked?

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