Forum Discussion

nsns's avatar
nsns
Helpful | Level 5
2 years ago

Anyone Else Unable To Upgrade?? Plus Horrible Customer Service

Hey All, I got an error when I purchased my plan from the sales rep link and it has been a NIGHTMARE every since. I can't make ANY changes to my account and the plan is always wrong. I had business...
Payments
Plans
Refunds
upgrades
louiseinfrance's avatar
louiseinfrance
New member | Level 2
2 years ago

I am trying to upgrade to Essentials 30 day free trial because I want to test the recording capabilities on the new Capture app. But cannot seem to download the app correctly and the upgrade will not validate. Gets to 'validate transaction' but there is a blank box on the screen and nothing at my bank. Trying to get help is hopeless. Quick chat popped up, went through it all with him to be told to email customer support who replied that they do not give support! Gave me links to where I started this morning. Going round in circles. 

Hannah's avatar
Hannah
Icon for Dropbox Community Moderator rankDropbox Community Moderator
2 years ago

Hey louiseinfrance, sorry to hear about this.

 

Can you send us the ticket number for your communication with our support team, so we can investigate?

 

As for you, nsns, I'm sorry to hear about your experience.

 

From what I can see, you currently have a ticket that's been sent to our specialists.

 

I have raised the priority of your ticket and passed your comments along.

 

Anything you need to add, please add it to that ticket, and our colleague will get back to you with an update the soonest possible.

 

Thank you.

  • nsns's avatar
    nsns
    Helpful | Level 5
    2 years ago

    They responded with more hoops to jump through and it takes them 3 days to respond to anything. Literally just want to upgrade my account. 

    • nsns's avatar
      nsns
      Helpful | Level 5
      2 years ago

      Also I have been told 3 times there is a ticket escalated to a specialist. No one has helped. It has been about 2 weeks.

      • Hannah's avatar
        Hannah
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        2 years ago

        I understand where you're coming from, nsns, for sure.

         

        However, since you're already in contact with our team, they're the ones who can assist you with this, so I'd suggest sticking with them, so they can resolve this for you.

         

        If there's something else we can do, though, let us know!

  • mynameissally's avatar
    mynameissally
    Explorer | Level 4
    2 years ago

    I am having the same issue. I cannot upgrade my storage capacity and it gives me the same errors no matter what device/browser I am on. I can't open a ticket for support because I can't upgrade. "Something went wrong. Please refresh the page or contact customer support."

About Plans and Subscriptions

Ask the Dropbox Community for help if you have questions about your Dropbox plan or subscription. Find solutions and share advice with members.

The Dropbox Community team is active from Monday to Friday. We try to respond to you as soon as we can, usually within 2 hours.

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X, Facebook or Instagram.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!