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Re: The provided user information isn't valid | iPhone XR

The provided user information isn't valid | iPhone XR

erica s.8
New member | Level 2
‎01-06-2024 07:38 AM
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Haven't used Dropbox for a while. No problem signing into my account on dropbox.com. No problem re-installing on my Mac and managing files from there. I removed about a dozen old linked devices, keeping my main computer because of the free account rules, leaving just the main computer linked.

 

  • Attempted to sign in on an iPhone XR not previously used with DropBox.
  • Checked app was properly updated to latest release available for iPhone XR.
  • Tried three times to log in. Each time, I was sent a one-time security code by mail, which I entered.
  • The app would not allow me to sign in on the iPhone with the security code. I did carefully check each time that the security code matched the email. (Plus Apple provides auto-fill, detecting the code from email, and they matched. Tried once with auto-fill, twice with hand-entry.)
  • After the third attempt, all logins on the iPhone XR now say "The provided user information isn't valid". I don't even get to the 2FA/security code email step.
  • Web: No problems.
  • Mac: No problems.

I was planning on using DropBox to store presenter notes for a trip in about a week.

 

Help appreciated. Thank you in advance.

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1 Accepted Solution

Accepted Solutions

erica s.8
New member | Level 2
‎01-06-2024 08:13 AM
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So, apparently after updating new password on Mac, it takes time to propagate via iCloud to iPhone. When I "revealed" the password, it showed I was using the original password before password reset a few minutes ago.

 

Manually typed in the new password I just set on desktop web. Got in, was bombarded by "UPGRADE NOW!" but...seems to be working, even if the UX is a little hostile.

 

Thank you for your help. Hopefully this is solved.

View solution in original post

7 Replies 7

Mark
Super User II
‎01-06-2024 07:42 AM
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What version of Dropbox and what version of iOS is the iPhone using?


 


:penguin: - :penguin: - :penguin: - :penguin: - :penguin:


Heart Did this post help you? If so please mark it for some Kudos below. 


:white_check_mark: Did this post fix your issue/answer your question? If so please press the 'Accept as Solution' button to help others find it.


:arrows_counterclockwise: Did this post not resolve your issue? If so please give us some more information so we can try and help - please remember we cannot see over your shoulder so be as descriptive as possible! 


 

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erica s.8
New member | Level 2
‎01-06-2024 07:49 AM
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Version 358.2, updated 3 weeks ago

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erica s.8
New member | Level 2
‎01-06-2024 07:52 AM
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It is running iOS 17.2.1

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Mark
Super User II
‎01-06-2024 07:54 AM
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Have you checked to see how many devices are registered at https://www.dropbox.com/account/security ? If you are a free user you are only allowed 3


 


:penguin: - :penguin: - :penguin: - :penguin: - :penguin:


Heart Did this post help you? If so please mark it for some Kudos below. 


:white_check_mark: Did this post fix your issue/answer your question? If so please press the 'Accept as Solution' button to help others find it.


:arrows_counterclockwise: Did this post not resolve your issue? If so please give us some more information so we can try and help - please remember we cannot see over your shoulder so be as descriptive as possible! 


 

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erica s.8
New member | Level 2
‎01-06-2024 07:55 AM
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I removed all but one device before attempting to install. The current number is 1. The desired number is 2.

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erica s.8
New member | Level 2
‎01-06-2024 08:09 AM
Go to solution
  • Changed password on desktop web.
  • Rebooted phone.
  • Confirmed phone could log in via web.
  • Phone still unable to log in via app. "Sign-in failed. The provided user information isn't valid."
0 Likes

erica s.8
New member | Level 2
‎01-06-2024 08:13 AM
Go to solution

So, apparently after updating new password on Mac, it takes time to propagate via iCloud to iPhone. When I "revealed" the password, it showed I was using the original password before password reset a few minutes ago.

 

Manually typed in the new password I just set on desktop web. Got in, was bombarded by "UPGRADE NOW!" but...seems to be working, even if the UX is a little hostile.

 

Thank you for your help. Hopefully this is solved.

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