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Forum Discussion
Not Receiving 2FA Email Code in order to access the account.
We provide IT for a company that has a Dropbox company account. We are having issues that started a few weeks ago with not receiving the 2FA email code that is sent when we login. This is causing us ...
I wanted to follow-up here to share that we have finally gotten this resolved.
We were not able to resolve the issue with MFA emails failing between Dropbox and our @onmicrosoft domain. However, after a lot of back and forth, we were able to add a new admin with our normal domain and things are now working.
It's unfortunate we couldn't find a resolution for the email issue, but things are at least working for us now.
Megan
Dropbox Staff
Dropbox StaffHi there, tmaksemetz_jnlr, welcome to our Community!
I'd love to have the ticket number reference, if you can.
Also, one small clarification: are you referring to the 2FA code, or the one-time-security-code that is sent to someone's email when trying to access their Dropbox account?
Let me know more, and we'll take it from there!
Hello Megan,
Thank you for the response. The ticket # is: 23702399
The exact prompt that we are getting hung up on is:
Additional authentication is required
We sent a code to (Dropbox admin email) and any devices you’ve linked to this account. Enter the code to continue.
And then no code is ever received. I've checked spam as well as done message traces on our end and I am not seeing anything come through.
- Megan
Hi tmaksemetz_jnlr, thanks for the ticket!
Did you try to forward the email directly to the admin's email address, and then ask them to try and respond from there?
If they have problems with this, have they then tried to reach Support directly through their account?
I've tried forwarding the email to the admin and replying. I've also tried CC'ng the admin onto the thread and replying, but nothing seems to go through.
Unfortunately, we cannot go through support through the account as we cannot login to the account.
Is there another email outside of the normal dropbox support domain that I could try emailing as the admin account to see if that at least goes through? It seems like there some kind of break in communication between Dropbox and the Admin account.
I don't feel comfortable putting our admin account on a public forum, but if you can PM me, or email me directly, I can send you screenshot of my replies from the admin account also if that helps.
