Need to see if your shared folder is taking up space on your dropbox đŸ‘šâ€đŸ’»? Find out how to check here.

Forum Discussion

pollycat's avatar
pollycat
Helpful | Level 6
8 years ago
Solved

Can't upgrade to Dropbox Professional

I am a Dropbox Plus subscriber and want to upgrade to Dropbox Professional to take advantage of SmartSync.   In the "Settings" section of my account on the Dropbox.com website, it says "Contact S...
Dropbox Basic
Dropbox Plus
Dropbox Pro
Plans
upgrades
  • Walter's avatar
    Walter
    8 years ago

    Hey there pollycat - sorry to jump in on this and apologies for any inconvenience this might have brought so far.

     

    I just wanted you to know that I have been monitoring this thread as well and I have also passed your comments along to the expert handling your case internally. At this point I would suggest that you continue via email with them directly as this would be the quickest way to get this resolved. 

     

    Thank you for your patience so far and happy Monday!

  • pollycat's avatar
    pollycat
    8 years ago

    Glad to say my situation has been resolved now.

     

    Dropbox went ahead and downgraded me to "Basic" from the previous legacy "Plus" plan.

    I was then able to re-purchase a new non-legacy Plus plan.

    They then upgraded me at their end to "Professional" at no extra charge.

     

    I've now got what I set out to achieve and am satisfied with the result.

     

    Thanks for the support shown here, I appreciate it.

pollycat's avatar
pollycat
Helpful | Level 6
8 years ago

Thanks for your response.

 

After a long delay, a billing agent got in touch to say I MUST downgrade to Basic and then upgrade to Plus and then upgrade to Professional.  The agent told me to “inform him once I’d done this”.  But I cannot do this as my Settings page still says “Contact support to change plan”.

 

This goes round and round in circles, and any message to support takes a long time to receive a reply.  I’ve replied that I am unable to implement any of the downgrades / upgrades myself but then silence.

 

Dropbox “support” is truly awful.

Rich's avatar
Rich
Icon for Super User II rankSuper User II
8 years ago

Tagging Jay

  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II
    8 years ago
    That really doesnt seem like a good solution Pollycat.

    As Rich has done I'm also seeing if I can escalate for you - you also need to be informed what you are going to 'lose' by being a legacy customer and upgrading... from experience I doubt its all positive if I'm honest.
    • Walter's avatar
      Walter
      Icon for Dropbox Community Moderator rankDropbox Community Moderator
      8 years ago

      Hey there pollycat - sorry to jump in on this and apologies for any inconvenience this might have brought so far.

       

      I just wanted you to know that I have been monitoring this thread as well and I have also passed your comments along to the expert handling your case internally. At this point I would suggest that you continue via email with them directly as this would be the quickest way to get this resolved. 

       

      Thank you for your patience so far and happy Monday!

      • pollycat's avatar
        pollycat
        Helpful | Level 6
        8 years ago

        I appreciate the support for my situation.

         

        Dropbox support has finally been in touch to warn me that I will lose some legacy features I currently enjoy (e.g. Packrat) and also won't get a pro-rated refund if I "downgrade" and then "upgrade" to Professional before my current subscription period runs out in 2019.  I've responded that I understand and accept this and would still like to go ahead with the downgrade / upgrade to get the Professional plan features I want to use.

         

        Let's see what happens next, and I'll keep this thread updated, mostly to help other customers in a similar situation to my own in the future.

About Plans and Subscriptions

Ask the Dropbox Community for help if you have questions about your Dropbox plan or subscription. Find solutions and share advice with members.

The Dropbox Community team is active from Monday to Friday. We try to respond to you as soon as we can, usually within 2 hours.

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X, Facebook or Instagram.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!