Forum Discussion

Derm's avatar
Derm
Explorer | Level 4
2 years ago

Error when trying to renew Advanced/Business subscription

When trying to renew I get the error: "You are not allowed to make this purchase".
Both the Sales team and the Account specialists have been unable to help with their troubleshooting.
Have tried renewing through multiple member admin accounts, on different browsers, incognito, etc.

The advisor told me I needed to cancel and disband my account/team membership in order to renew. So having done that, I am now left with no membership, still unable to renew, and with no customer/technical support. I've tried raising tickets with Dropbox but they have been unresponsive and the chat-support is no good.

Anyone had this issue or knows any steps to help? Thanks.

  • Hannah's avatar
    Hannah
    Icon for Dropbox Staff rankDropbox Staff

    Hey Derm, sorry to hear about this.

     

    You mentioned that support wasn't able to resolve this for you; can you give us the ticket number for that communication, so we can take a look?

     

    Thanks in advance.

    • Derm's avatar
      Derm
      Explorer | Level 4

      Hi Hannah.

      All of the troubleshooting was done via the chat-box. The only ticket that was originally raised was this one: Ticket #23175183. 

      Thanks.

    • Derm's avatar
      Derm
      Explorer | Level 4

      Hi @Hannah,

      Any update on the ticket - how can I speak with someone on support?

      • Hannah's avatar
        Hannah
        Icon for Dropbox Staff rankDropbox Staff

        Hey Derm, thanks for the additional info and the ticket number.

         

        I have passed your comments along and raised the priority of your ticket, so a member of our team will be replying back to you very soon, to assist you further!

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