2FA not working!!

[Alexis G.1]

My users with 2FA are unable to login.

I'm teams admin in Dropbox Business Standard. Configured 2FA for me (cell phone text message and backup phone).

Now I cannot login either!

When I provide email and password, instead of receive a text message with the 2FA code, I get this message: "two step verification text message couldn't be sent"

[Alexis G.1]

I see your email, and I reply it. Thanks.

Wow, this 2FA auth in Dropbox is the most unreliable thing ever.

1- In the morning, the 2FA text was not sent, instead, we get an error after the password was entered.

2- minutes ago, I received (finally) the code, but it was not accepted!

3- I tried again (resend code), and now the message was "We couldn't reach your phone number. Are you sure it's correct?

[Alexis G.1]

FYI, I used one of the backup codes and now was able to access the account.

But any idea why 2FA text messages are failing so bad?

Any suggestions?

[Nancy]

Hi @Alexis G.1! Hope it's alright to jump in. 

Since you're in touch with Megan via email, I'd suggest responding back to it directly, so that she can see your message and get back to you.

[Alexis G.1]

I answer the email but never get a reply.

Never get information about why 2FA was not working. This is a huge problem.

I used one backup code (and have only 2 available for the future) but it's really a concern we first don't receive email codes and then when enabled 2FA via text SMS, the messages don't arrive at the original or backup device after a couple of hours, the same webpage indicates the texts cannot be sent. I never see this type of issues with other 2FA and MFA services.

[Megan]

Keep in mind that we usually have up to a few hours threshold that we can navigate to respond back @Alexis G.1. 

I saw your email, and I will get back to you shortly. 

[Alexis G.1]

Understood.

Thanks

[Alexis G.1]

We are having tons of issues with accounts in Dropbox.

- 6 digit code not arriving

- 2FA text codes not sent

- unable to get support because we cannot log in (we need to login into dropbox business in order to get chat support, but because we don't get the email codes, support is not avail).

from time to time we have these issues and Dropbox support says this is because some of our accounts use aliases, but this is not true because in the end, they adjust some configuration on their end and the 6-digit codes arrive.

but now I'm experiencing the 6-digit code not arriving for aliases and emails.

this is really annoying and have a lot of impact on our end users

[Alexis G.1]

my client with Dropbox business cannot log in because the 6-digit code is not being received in the email.

We are trying to open a support ticket but we can't because we cannot log in.

This is an endless loop

- try to login, no code

- no code, no login

- no login, no support

- no support, unable to login

how we can receive support if we cannot log in?

the only option is open a post here in the community and expect someone from support to help.

This is really annoying

[Hannah]

Hey @Alexis G.1, sorry to see you're still having issues.

Since this has to do with other accounts, each account holder will need to reach out to our support team.

I understand they cannot login to their account, however, what they can do, is open a private browsing/incognito window, go to this page, scroll down a bit and click on "can't sign in?".

That way, they'll each be able to submit their own help request to our support team directly.

[Alex2222]

thanks.

I don't see the can't sign in option