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"

[rlcb]

I want to access my dropbox account, user and pwd is accepted at login and I request codes to be sent to associated email. For some reason I can't get the codes; the email account is correct, don't have the message in spam, it's not being received at all.  I am sending this message from another dropbox account I manage. I checked sending codes with this account and it works perfect. Help please!

[Jay]

Hi @Alexis G.1, thanks for bringing this to our attention.

Are you able to login to your account using the emergency backup codes?

This will help me to assist further!

[Alexis G.1]

I have the emergency backup codes but I don't know how to use them.

During the login process, when we provide email and password, we then get the message indicating the two step verification text cannot be sent

[Megan]

Hi @rlcb, I hope you're doing well!

Do you happen to be using a Business plan, by any chance? As Jay asked above, can you try using your emergency backup codes, to see if you can access your account that way? 

Also @Alexis G.1, can I send you an email in order for us to have a closer look into this? 

Let me know!

[rlcb]

Thank you, no, it is a personal account.

[Alexis G.1]

The affected account it's actually a Dropbox Business Standard plan with 5TB.

I'm the Teams admin but I cannot contact support because I cannot login properly, because 2FA is not sending the codes. This is like a nightmare. I enabled 2FA because I always had issues with the email codes (with several clients) and the 2FA text messages only worked for few hours..

[Alexis G.1]

I have the emergency codes, but I don't know how to use them.

When I configured 2FA via text message and tha backup phone, a list of emergency codes was provided. I save them.

But I don't see how to use them. Now when we try to login, we just provide email / password and then a red message indicating the text mfa code cannot be sent. See attached.

[Alexis G.1]

The account I'm using in the community it's my personal dropbox account (I'm a super user), but the problem I'm experiencing with Dropbox MFA / 2FA it's related with a Business Standard account. 

[Megan]

Hey @Alexis G.1 & @rlcb, I just sent you each an email, and I'll be happy to continue troubleshooting there. 

Cheers!