I invited a friend using a referral, but it shows as ineligible.

Of course I read the article. I always try everything on my end before posting.

THis isn't on me -- this is on Dropbox. 

I would appreciate it if your staff didn't point me to FAQs and pre-written articles. Assume your users are intelligent, resourceful people who have already tried everything on their end. If we are reaching out to you, it means the problem isn't on our end and can't be debugged with available resources. Don't waste valuable time and reply back-and-forth pointing to various articles and docs. Step in and address the issue -- adding the space, since you know the accounts in question --  or provide a way to get in touch!

Sometimes Dropbox flags new accounts as ineligible if there was an older account linked to the same person/device before — it can be a bit confusing when trying to claim referral credits.

There's not an older account linked to the same person/device. This is verifiably a new person. I know because I saw this person unbox a sealed machine and install Dropbox fresh. There were no previous accounts, no previous invite, no reused email address.

I don't want to hypothesize. Hannah​  or someone from the team should post the proper solution, or reach out directly, but I admit it's shady that so many people have this problem and don't receive a public followup solution. Why is this so hush-hush? If so many people are experiencing this false positive, then something on Dropbox's end is not working properly. Why not solve it? Play fairly and do what the "Refer a Friend" site promises! 😡

Hey -- Why are you reaching out to people via email instead of solving this problem for everyone in public? If the cause differs from case to case, can you at least loop back and summarize the reasoning for other people, so we have better visibility and transparency into why this is happening?

Don't point us to articles. Share the specifics regarding actual cases, based on real data.

I've also been waiting days to be contacted. Can you handle this with more urgency please? Some of the people I've been referring are considering moving to paid plans, but if we can't trust Dropbox to do as their marketing says ("Refer a friend and get 500 MB!"), we have to reconsider.

Hey Jay​!

Please don't point us to articles. Share the specifics regarding actual cases, based on real data, and provide transparent reasoning behind that real data, like "This person was ineligible because _______." Every case is different, but this kind of response is more proactive than reading FAQ articles. Assume your users are intelligent, resourceful people who have already read these static pages. Because we are.

I've also been waiting days to be contacted. Can you handle this with more urgency please? Some of the people I've been referring are considering moving to paid plans, but if we can't trust Dropbox to do as their marketing says ("Refer a friend and get 500 MB!"), we have to reconsider. Thanks.

Hey  Neal​ ,

I just wanted to chime in to say that I've had the same issues, and I've read all the FAQs, but still haven't been able to get the space. (The FAQs are mostly useless.)

How about reaching out to proactively solve this issue instead of continuing to harp on FAQs that just restate the obvious? If people are coming here looking for help, they want to actually be helped, not given the runaround to docs.

Grizzicle wrote:

Why are you reaching out to people via email instead of solving this problem for everyone in public?

They often do this when account information is required to look into a matter. And since account information is needed, they often won't loop back to the forums because the issue may be specific for that account.

The most common issues and how to resolve them are described in the FAQ.

Grizzicle wrote:

I've also been waiting days to be contacted.

Neither Dropbox Support nor the community managers are available on weekends. If you contacted Support through the link on the FAQ that you were directed to, then reply here with your ticket number and Hannah​ may be able to check the status for you.

It sounds like the system flagged the new account as ineligible for the referral program, even though your friend signed up using your link. Since she previously had another Dropbox account under a different email, the system may have recognized that and applied the rules automatically.

Hey Grizzicle, thanks for your feedback on this.

I do understand where you're coming from, however, like Rich mentioned, issues such as this one along with their causes are usually unique to each user.

That's why access to account specific info is required, which can only be accomplished internally, due to security reasons.

That said, I'd love to help you, but wasn't able to locate a ticket linked to your account. 

You mentioned that you're waiting to be contacted; can you share your ticket number so I can investigate this further?

If you don't have a ticket, let me know and I can personally reach out to you.