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Message from Dropbox about completing date of birth by 1st September or lose Family Plan Access
Does anyone know how to update account details with your date of birth
the link to the article gives not details how to update your date of birth
Hi andy, Due to recent regulations, you...
- Hi all, sorry for jumping in.
I wanted to share the good news that the issue has been resolved.
Our team has been working hard on the matter, and everything should be back to normal now.
You can all enter your DOB, by following the link in the email that was sent.
Thank you for your feedback and reports.
Apologies for any frustration caused.
@walter why keep pointing out all the bad things that will happen, accounts suspended, closed deleted etc. on 1 September, a week away, but not have the facility to fix it by adding a Date of Birth?
All you can do is keep sending us to the page that tells us you are going to delete our accounts if we don't comply with something that is impossible for us to comply with.
Surely implementing the DOB field first, say for new accounts, then a gentle nudge for existing users to update, THEN say to everyone, we are going to delete your account and all your data if you don't update. How about you make that a month or maybe three months, give people time to do stuff. If they want to add a DOB, great, if they don't give them time to download & migrate their data, don't forget, everything in Dropbox belongs to the users, not to you.
Telling your paying users they have to update something that by the response from support and your comment, is clearly not possible to update is not good enough.
If you can't implement this, how can I trust you with my data?
I pay Dropbox quite a lot of money each year and this is the level of support I get?
I could argue, I pay by a bank card so therefore I meet the minimum age requirements, this is verifiable, rather than the random date most users will enter, when you sort your stuff out.....
I am finding this deeply stressful too. My partners account in our family room has just been closed - no email was sent with a link asking them to verify their age. I have not received a link. Contacted support and was told iād be emailed. Nothing. What am I supposed to do? I have years of stuff saved in dropbox. Really worried. This implementation has been a complete miscommunicated omnishambles.
Same here, I've had the email asking me to "enter your age" but there is no where that I can find to actually enter my age!
This is shocking given the implications of not complying!
I've had an email to add my DOB and there4s no option anywhere. I've contacted support and see their reply
07:21:24 ) Visitor: Iāve just had an email to input my date of birth to my account
( 07:21:40 ) Ray: Hi thank you for contacting Dropbox Support. My name is Ray, and I'll be glad to assist you with your request right away.
( 07:21:47 ) Visitor: Iāve clicked on the link but there is nowhere to add it
( 07:22:08 ) Ray: I understand that you received an email that you may need to confirm your date of birth on your Dropbox account
( 07:22:18 ) Visitor: yes
( 07:22:19 ) Ray: No worries, if that's necessary, the system will automatically prompt you to enter the DoB
( 07:22:44 ) Visitor: but the email is telling me to input it
( 07:23:21 ) Visitor: there are already messages on the community board that accounts are being deleted without being asked to add their date of birth
( 07:24:06 ) Ray: No worries, accounts aren't being deleted -- when such an update is required, the system always has a grace period in place
( 07:24:41 ) Visitor: How does the system know if I need to add my DOB?
( 07:25:44 ) Ray: If it doesn't have it on file, then it'll be necessary to enter it
( 07:25:52 ) Ray: Are we still connected?
( 07:26:09 ) Visitor: yes
( 07:26:40 ) Visitor: Can you check if you have my date of birth
( 07:27:17 ) Ray: I'm afraid such information isn't available on my console for privacy reasons
( 07:27:26 ) Visitor: The email definitely says I need to add my dob
( 07:27:28 ) Ray: But I'll be happy to escalate the issue, so that we can investigate internally and notify you
( 07:27:35 ) Ray: In order to escalate your request, I'll have to switch us over to email, and create a support ticket for you -- would that be alright with you?
( 07:28:04 ) Visitor: Yes
( 07:28:14 ) Ray: Excellent, will do!
( 07:28:16 ) Ray: Could I lend a hand with anything else, before switching over to email?
( 07:28:45 ) Visitor: Iāll also need the same for the other plan member
( 07:28:58 ) Visitor: although as yet he hasnāt had an email
( 07:29:33 ) Ray: They'll need to contact us directly when they do receive an email, and if they don't get an update form upon sign in
( 07:29:51 ) Visitor: Ok
( 07:30:27 ) Ray: Could I assist with anything else, before switching escalating?
( 07:30:43 ) Visitor: No thank you do you need my email address
( 07:30:52 ) Ray: Happy to help! No worries, we got it on record
( 07:30:58 ) Ray: Thank you for chatting in. I'll send you a summary of our chat via email, and escalateI'm also finding this stressful! I'm a long-standing customer, years now, and I'm paying the Ā£168 subscription for a Family account. I have two sons about to leave for university. Trying to deal with issues moving our DropBox data around after they've left would be a nightmare. I'm organised, DropBox, why aren't you?
I've spoken to DropBox support several times. They told me that my date of birth will only be needed after the 1st September and that I will receive an email with instructions... Well, it's now the 1st September and guess what? Yep, I've just received another mildly threatening email demanding my date of birth. Same links to the same generic page with no detailed instructions where to enter my date of birth. And another link that just takes me to my DropBox account. And the email is now telling me in BOLD that I must enter my date of birth NOW. Really? How? Is my account about to be closed down?
Seriously considering a pre-emptive move to OneDrive.
DropBox, you are idiots. I've worked in the IT industry for 25 years. This is not how you do 'customer retention'.
- Hunter
Dropbox Staff
Hi all, sorry for jumping in.
I wanted to share the good news that the issue has been resolved.
Our team has been working hard on the matter, and everything should be back to normal now.
You can all enter your DOB, by following the link in the email that was sent.
Thank you for your feedback and reports.
Apologies for any frustration caused.Thanks everyone just been able to input DOB.
my data useage must be peak for today trying to back up docs!
thank you for the community togetherness and bet weāve all got great badge collections š
Hunter really think Dropbox need to be more customer service driven. Surely this has been in the pipeline for several months, if not longer, and giving paying customers such short notice and veiled threats is not customer friendly.
Iām a long time Dropbox user and this has been more than frustratingā¦letās hope everything goes smoothly now.š
I've just managed to set my DOB with the link so all good.
While checking my billing I can see that I am due to renew in November, I think that I'll give Rclone a try and put everything in my OneDrive now.
It's been a blast for the past 11 years, but I'm not convinced that this is the place for my files any more after the last week.
Got a nice collection of badges though
@Hunter no, I'm sorry, but your response doesn't cut it! Your first response in this entire thread is AFTER it's resolved? Has your customer service team received any training whatsoever?
You should have been on this thread from the start posting hourly updates including verbose responses direct from your engineering team, with sensitive information removed, of course: the issue was reported, the issue was identified and logged and escalated internally, code was checked out, updated, pushed back into code repositories, testing teams and sandboxes were re-tasked etc etc.
This attitude displays a complete lack of customer empathy. You just want our revenue.
After Iāve got myself up off the floor. I complained on my ticket about the awful customer service and debacle amd this is their reply. What a way to treat customers
Thanks for contacting us.
My name is Sara, I work for the Account Security team with Dropbox, and I will be happy to help you with your request.
From my understanding you are unable to update your date of birth on your Dropbox account, correct?
Thanks for reporting this issue. This issue is now fixed and should be working properly.
Apologies for any inconvenience this may have caused, and thanks again for bringing this to our attention.
