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bertzander's avatar
bertzander
New member | Level 2
7 years ago

[security] Got a Dropbox security code email, but 2-factor verification is *off*. Reasons?

Hey   I received the following email yesterday, sent to the email address used for registering my Dropbox account:   Hi [first name] [6-digit code] is your one-time Dropbox security code. H...
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  • Jane's avatar
    Jane
    7 years ago
    Hi again to all, I have some more info to share with you on your security-related inquiry that will shed some light on why you received this email from us. 
     
    I can confirm that the email that you have received is a legitimate email from Dropbox. You were sent this message because you have recently attempted to log in to your account. You will need to enter this verification code to complete the sign in process.
     
    We have implemented this to prevent abuse on your account. If you continue to receive these emails and you are not attempting to log in, we would recommend changing the email address connected to your account and securing your account by doing the following:
     
    #1. If you haven't done so already, you can change your Dropbox account password, which you can do by clicking this link & following the on-screen prompts.
     
    (Note: Dropbox recommends strong passwords that are not used for any other website or service. Once you change your password, the change will become effective immediately on all computers and devices linked to your account.)
     
    #2. For added security, we recommend that you enable two-step verification, which protects your account even if your password is compromised. Once enabled, Dropbox will require a six-digit code in addition to your password when signing in to the Dropbox website or linking a new device. 
     
    When it comes to the open ticket you had submitted Jdzaffuto, I’ve located your open support request on our system & I’ve made sure to reply to you there. Whenever you find some time, please check your inbox for my latest email & let me know here in case you’re unable to locate this reply. 
     
    Of course, if any of you is having trouble logging in or if you have any further questions, please let me know here & I’ll make sure to reach out on my end to anyone having additional questions or concerns!
     
    [Mod edit 2023, edited Help Center link]
Jane's avatar
Jane
Icon for Dropbox Staff rankDropbox Staff
Hi again to all, I have some more info to share with you on your security-related inquiry that will shed some light on why you received this email from us. 
 
I can confirm that the email that you have received is a legitimate email from Dropbox. You were sent this message because you have recently attempted to log in to your account. You will need to enter this verification code to complete the sign in process.
 
We have implemented this to prevent abuse on your account. If you continue to receive these emails and you are not attempting to log in, we would recommend changing the email address connected to your account and securing your account by doing the following:
 
#1. If you haven't done so already, you can change your Dropbox account password, which you can do by clicking this link & following the on-screen prompts.
 
(Note: Dropbox recommends strong passwords that are not used for any other website or service. Once you change your password, the change will become effective immediately on all computers and devices linked to your account.)
 
#2. For added security, we recommend that you enable two-step verification, which protects your account even if your password is compromised. Once enabled, Dropbox will require a six-digit code in addition to your password when signing in to the Dropbox website or linking a new device. 
 
When it comes to the open ticket you had submitted Jdzaffuto, I’ve located your open support request on our system & I’ve made sure to reply to you there. Whenever you find some time, please check your inbox for my latest email & let me know here in case you’re unable to locate this reply. 
 
Of course, if any of you is having trouble logging in or if you have any further questions, please let me know here & I’ll make sure to reach out on my end to anyone having additional questions or concerns!
 
[Mod edit 2023, edited Help Center link]
UMFClass2019's avatar
UMFClass2019
New member | Level 2
6 years ago

Good day! I am trying to log in my class' dropbox account from a new device and I am prompted to enter a 6 digit code as a second step to be able to go further, now when I log in to that same account from an old device the 2 step verification is disabled. In addition, when I try to access the email address inbox linked to the dropbox account (gmail address) in order to find the code, I am told "this account doesn't exist". 

  • Jane's avatar
    Jane
    Icon for Dropbox Staff rankDropbox Staff
    6 years ago
    Hey there (UMFClass2019), please accept my apologies for the slight delay in getting back in touch with you. I’m just checking back on progress on the matter, have you been able to resolve this concern on your end? 
     
    If you still need assistance, please do let me know on this discussion here & I’ll make sure to get back in touch with you on my end (i.e. via email), as we’ll need some sensitive account-specific info to further address this inquiry. Thanks in advance for the time you're devoting on that & I’m wishing you a fruitful & creative New Year ahead! 
    • clayton v.'s avatar
      clayton v.
      Explorer | Level 4
      6 years ago

      Sunday to Wednesday is not a "slight delay"- you are not a serious infrastructure enterprise if a holiday keeps you from servicing your customers. And you will never displace Google Drive if you strand people like this college student.

      • Jane's avatar
        Jane
        Icon for Dropbox Staff rankDropbox Staff
        6 years ago
        Hey there (clayton v.), we aim to provide all Dropbox users the best experience possible & we're delegating our duties to our colleagues during our absence. While the Community & all other support channels have been fully active during the holidays, there are some instances where being assigned thread “ownership” on our Forum could result in a bit of a delay on our end when we’re out of office (though this isn't an expected occurrence in the regular course of operations). 
         
        That said, since I understand that you may need some assistance, I checked for your profile’s history & I can see that you’re currently in an open discussion with Walter (& I can also see that he reached out to you yesterday via our Official Support channel). As it’s best for us to keep all details in one thread (per our Community Guidelines) , I’d encourage you to either reply on the email my colleague has created on your behalf or let them know on your ongoing conversation in case you need further assistance. I hope that your additional concerns get addressed soon!

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