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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 – sm...
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.
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
Dropbox Community Moderator
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)
