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DJ_Brayton's avatar
DJ_Brayton
New member | Level 2
5 months ago
Solved

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 – sm...
downgrade
  • DJ_Brayton's avatar
    DJ_Brayton
    5 months ago

    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. 

DJ_Brayton's avatar
DJ_Brayton
New member | Level 2
5 months ago

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's avatar
Megan
Icon for Dropbox Community Moderator rankDropbox Community Moderator
5 months ago

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!

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