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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...
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  • 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

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

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.

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