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Business account downgraded to Basic. Urgent help needed. Can't contact support.
Hello everyone,
Sometime this morning, our Dropbox Business account was unexpectedly downgraded to a Basic plan. This has effectively blocked file uploads and sync across the company (31 users – small team, but fully impacted).
I strongly suspect this is a Dropbox-side issue because:
- We’re in the middle of a 3-year commitment (valid until October 20, 2026)
- No warning or relevant communication was found on our admin email account
However, I can't see anything on https://status.dropbox.com/
Unfortunately, our account manager is unreachable (voicemail left, email bounced), and with the downgrade, we now only have access to free-tier support — which means low priority handling.
Has anyone experienced this before? Any advice on how to escalate this and get it resolved quickly?
Thanks in advance!
Hi Nancy,
Indeed, and I see the service has resumed—thank you very much! Glad it's behind us.
Now that the user impact is resolved, we can close this article. I will sort the communications issues directly in the ticket. Thanks for your updates.
In the end, it seems that it was a request triggered by the people behind the contact address invoices@billing.dropbox.com that unblocked us. It took approximatively one day between the email and the resolution. Marking this comment as the solution.
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I forgot to mention : To complete the picture: the "Contact Support" button on the Billing page redirects to an error page — making it even harder to get in touch with Dropbox.
- Megan
Dropbox Community Moderator
Hey DJ_Brayton, thanks for posting here today, and sorry to hear about that.
I'm going to need some account-specific info, so I created a ticket on my end for you.
Please check your emails and reply back as soon as possible. Once you do we'll start working together on this.
Thanks a bunch!
A few mails exchanged then nothing and still no solution or workaround.
It turns out our account was deactivated due to a payment issue. We hadn’t seen the payment warning because it was sent to an address used for automated invoice processing (not actively monitored).
We’ve since settled the outstanding amount this morning, and are now waiting for Dropbox to process the payment and reactivate the account.
Still no way to reach our account manager, and the “Contact” button on the Billing page leads to an error page—so we're stuck with the free-tier support for now. Hoping this gets resolved soon.
- Nancy
Hey DJ_Brayton! Thanks for keeping us in the loop.
I can see your response to the email my colleague Megan sent you; she’ll review your case as soon as possible and further assist.
Quick update one day later:
The issue was ultimately caused by a missed payment on our side. The outstanding amount was settled yesterday, and proof of payment was shared with Dropbox.
However, the service has not yet been reactivated. We're still waiting for confirmation or action from Dropbox's side.
If anyone has experienced delays after payment, feel free to share how long it took for your service to be restored.
- Nancy
Hi again, DJ_Brayton. Can you please check your ticket once more? From what I can see, there has been a recent update from our team.
Hi Nancy,
Indeed, and I see the service has resumed—thank you very much! Glad it's behind us.
Now that the user impact is resolved, we can close this article. I will sort the communications issues directly in the ticket. Thanks for your updates.
In the end, it seems that it was a request triggered by the people behind the contact address invoices@billing.dropbox.com that unblocked us. It took approximatively one day between the email and the resolution. Marking this comment as the solution.- Theresa
Community Manager
Hi there DJ_Brayton and welcome to the Dropbox Community. I’m really happy to hear things have been resolved with your account and thank you so much for coming back to share that update. It means a lot and can really help others in the same situation.
I’m Theresa 👩💻, one of the Community Managers. I’m often jumping into conversations like this or starting new ones here on the Community. Now that you’re back up and running, I’d love to know... is there a particular Dropbox feature that’s been most helpful for your team?
Looking forward to hearing more,
T😸 (Dropbox Community Manager)
