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gareth harding
10 months agoExplorer | Level 3
Business account gone - I got locked out and the account got downgraded
Hi
For years I've had a Dropbox business account and last renewed in February for three members.
But today I was locked out of it and my plan reverted to basic, meaning nowhere near enough data for me and my team. The reason may have been an expired credit card, even though my subscription should run through February 2025.
Does anyone know how I can get back into my business account?
Best Gareth
14 Replies
Replies have been turned off for this discussion
- Hannah10 months ago
Dropbox Community Moderator
Sorry to hear about this, gareth harding.
When you renewed your account in February, is it possible that you paid for monthly and not yearly billing?
If you look up the payment here, does it bring up the email address of the account you're currently signed into?
Let me know and we'll go from there.
- gareth harding10 months agoExplorer | Level 3
Thanks for getting back.
I renewed for a year.
Team: Clear Europe
Transaction ID: [removed per Community Guidelines]
Amount: €360
Licenses: 3
Account space: 3072 GB - gareth harding10 months agoExplorer | Level 3
It's very urgent I solve this problem, so if someone could phone me that would be perfect. I've put in several requests by form and bot. In Belgium, so am tomorrow best.
- Hannah10 months ago
Dropbox Community Moderator
Hey gareth harding, phone support won't be available to you, as long as you're on the free plan, but you mentioned creating requests about this; do you have a ticket number?
- gareth harding10 months agoExplorer | Level 3
I have a business account and paid for the year - proof sent above - but I am locked out because the credit card I used has expired ( I think.) So I just want to access my business account to update my credit card and continue with the plan I paid for.
- Jay10 months ago
Dropbox Community Moderator
Hi gareth harding, if the account has already been downgraded to a Basic plan, this means that it wouldn't be possible to update the card details, since there wouldn't be any billing on the account to update.
You'll need to upgrade to a Dropbox team subscription using the normal method on the Dropbox site.
Do you see any information about recent payments on this page?
- gareth harding10 months agoExplorer | Level 3
I have a Dropbox team subscription - see proof of payment above. I just need to access it. Can you help me do that - prefrably by phoning me on [Removed as per Community Guidelines]. It's urgent.
- Jay10 months ago
Dropbox Community Moderator
As we're unable to make outgoing calls, and as this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.
You can do this by opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address that you can access, followed by your billing info.
- gareth harding10 months agoExplorer | Level 3
That didn't work for me. Can you ask someone in support to contact me? I've proved I have paid for a business account above. I just need to access it.
The alternative is I upgrade to a business plan (despite already having one) as suggested. I presume this would keep all my files and teams in their current state?
- Jay10 months ago
Dropbox Community Moderator
Could you let me know what error you get when accessing that page, from an incognito window while not signed into any Dropbox account?
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