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OTFM-BC's avatar
OTFM-BC
Helpful | Level 6
4 years ago
Solved

Family Plan Invite: 'An error occurred'

Greetings, all! I've been through the community posts, Googled, searched Reddit, etc....no luck so far on this one. I've received an invite to a Dropbox Family Plan, but when I try to accept the invite using the "Join" button, it gives me a vague exception at the bottom of the screen: "An error has occurred. Please contact your family manager for help." But I'm on the phone with my family manager, and he doesn't see anything useful on his side.

 

I've gone through the Troubleshooting on the help site (https://help.dropbox.com/plans/troubleshoot-family-plan), but none of those things seem to apply to my account or this situation. I've tried multiple browsers, with/without VPN, cleared cookies, etc. No joy. 

 

Ideas?

Dropbox Family
Onboarding
  • OTFM-BC's avatar
    OTFM-BC
    4 years ago

    UPDATE: my problem has been resolved. Unfortunately, I don't know how, nor the root cause. It got addressed by somebody at Dropbox through a service ticket raised by my Family Manager. They didn't specify what the problem was, only said that it was fixed and asked us to re-test. It worked, so I'm closing this.....but I know that's not very satisfactory for other people facing the same issue. The best I can tell you is to have your Family Manager raise a ticket!

18 Replies

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  • xiki's avatar
    xiki
    Explorer | Level 3
    4 years ago

    thanks.Another profession have solved the problem.

  • heir1's avatar
    heir1
    New member | Level 2
    4 years ago

    Thanks for making this post!

     

    I had the exact same issue around the same time you did, so I linked to your post when I contacted support. 

  • MichP's avatar
    MichP
    Explorer | Level 3
    4 years ago

    I am having the same issue, i've logged out of all other account, even tried to delete the account I set up to accept the invite to Family plan. I can't find where to get actual help from Dropbox support????

  • MichP's avatar
    MichP
    Explorer | Level 3
    4 years ago

    How did you contact support?

  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    4 years ago

    Sorry to see you're having this issue, MichP.

     

    Is it possible for the Family Manager to delete their invite and re-invite you, to see if that helps?

     

    If not, let us know and we'll happily send you an email, so we can look into what's wrong on the backend.

  • MichP's avatar
    MichP
    Explorer | Level 3
    4 years ago

    Thanks Hannah for your reply. I was re sent the invite to join and that's fixed it. thanks. 🙂

  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hi leadorfn2, and thanks for posting here.

     

    Please note that we don’t have any account visibility on the forum.

     

    Is this user that you mention on an in-app subscription perhaps, or do they have any other add-ons activated on their Dropbox account? 

     

    Also, if there’s any chance you’ve already opened a support ticket, please send me your ticket number here.

     

    Thanks!

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