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Forum Discussion
I'm not getting a reply from Dropbox Support when trying to contact them
I have a business standard account and have been trying to reach support all day for a fairly basic set of questions having to do with new computer setup. I've waiting online for chat support and gotten no response, I've requested a call back and never gotten one. Yes, I've cleared my cache. This sucks and makes it impossible to use the tool.
This is my cry for help. I hope someone from DB monitors these boards (I doubt it) and someone can reach out to me.
4 Replies
- Jay
Dropbox Community Moderator
Hi warrenzm, thanks for bringing this to our attention.
What is the exact issue you're facing with your device for the computer set up?
Do you have the ticket ID from when you attempted to contact the support team in order to locate it on my end?
This will help me to assist further!
Thanks Jay. No, I never got a ticket ID. It never even got that far. I started the chat help and the chatbot just said "Please wait while we connect you with a chat agent."
I had to reset my computer which required me to reinstall my apps, including DB. When reinstalling for my personal account, it worked fine. For the business standard account, it has set up a new folder system, which has left me with double the folders taking up 2x the space on my hard drive. Additionally, I didn't have the DB app installed for about a week, so I have no way to easily sync all of the work that I did over the past week. I was hoping to get support before I actually did the install. I'd like to uninstall and reinstall but not force a creation of new folders. The problem is I need access to other team members' work in the folders, so now I'm all out of sync.
- Mark
Super User II
I'd like to uninstall and reinstall but not force a creation of new folders.
You need to follow the Advanced Installation route for that - it lets you choose folders for install.
The problem is I need access to other team members' work in the folders, so now I'm all out of sync.
There is no Dropbox solution for that I'm afraid. You'll need to manually merge things back together.
As you have an install already in place I'd suggest just deleting the old one and working from the new one if I'm honest - you can move any files over you edited before you reinstalled if needed first to make sure everywhere has most up to date copies.
- Hannah
Hey warrenzm, sorry to hear about this.
If you're still having this issue after the troubleshooting suggestions on this thread and you still want to contact our support team, try logging in to your account from a different browser or a private browsing window.
Then try to reach out to support once again and let us know if it worked.
Thanks.
