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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.
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: I’ve 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: I’ve 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: I’ll also need the same for the other plan member
( 07:28:58 ) Visitor: although as yet he hasn’t 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 escalate
I'm also finding this stressful! I'm a long-standing customer, years now, and I'm paying the £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'.
I had the same problem. I received a number of emails threatening that they would delete my data if I didn't update. Today is 1st September and I was prompted to update my date of birth - no information at all how to do that. Customer support told me to use a different browser or incognito mode - nothing worked. Then they told me to clear cache and reset all my browser settings. This is completely unacceptable just to give them the date of birth. I then sent them an image of my driving licence and they said they would forward this. When I asked if I had to do anything else or if my data will be deleted, I was told she was she had sent it to her team to prevent this from happening - no feedback or reassurance. This whole thing is very badly managed and stressful.
HagenI'll only add my or a DOB in the account settings. They are not getting any official documents photographed or scanned. I pay for the account with a credit card attached to a bank account so that should be enough to verify my age.
I believe the law in question is the Online Safety Bill:
https://www.gov.uk/guidance/child-online-safety-age-appropriate-content
I don't know how making people provide a date of birth themselves which can just be a lie is going to help any children, but then you really can't rely on conservative governments to actually understand internet technologies, children, or how either of them work.
P.S. I'm still waiting for the follow-up email correspondence that I was promised by the person I spoke to on the live chat.
- Think dropbox is Japan based from their Facebook page
This is really worrying! SkimbleI'm not sure that is even law yet, it is still Draft Legislation
I had a follow-up live chat to chase the response to my earlier email, and the response is now:
Nicole: Please note that, we are currently working on having this issue fixed.Me: There seem to be a substantial number of users in the UK with this problem.Nicole: I kindly suggest for you to try again after a while.Trimom62HQ in San Fransico according to Wiki https://en.wikipedia.org/wiki/Dropbox
The (UK) Online Safety Bill is not yet law. It has not been voted on in parliament.
Aha, this is the relevant legislation:
- On the Facebook page it’s all in Japanese 🥴
I think it may be time to make a move to Goggle One App. What with this fiasco and other unresolved issues I encounter with trying to use Dropbox for sharing my photographs amongst my family members.
The pricing, at least here in the UK, is competative as well and sharing photos from Google's platform is much more simple.
I've had a more useful email from Dropbox support with the following excerpt:
Dropbox engineers are aware of the problem and are working on a solution. Sorry for any inconvenience this is causing.
We will let you know when it has been fixed.Yeah, I recently upgraded to 2TB of storage from Google but I'm not quite ready to cut DropBox yet due to various features I've come to rely on. Unless this is resolved fairly quickly I might reconsider, though.
If it's the Age-Appropriate Design Code, which seems likely, this was adopted a year ago (September 2, 2020). Dropbox have had 12 months to figure out how to deal with this.
So they've had an entire year to sort this out and are now scrabbling to do so in the last 24 hours
And they have continued selling services to people who cannot legally use those services after today. I upgraded to Dropbox Family six weeks ago, now I'm told my kids won't be allowed to use it.
I've just had an email asking me to update my DOB, click the link it just takes me to the home page, not even to my account settings.
I've had another rake around and can't see any option to add a DOB, so it is not looking great...
Latest chat. TL;DR version "will be fixed in the next few hours, no accounts will be disabled"
Chat transcript:
( 11:31:21 ) Visitor: any update on adding my date of birth please?
( 11:31:33 ) Visitor: any update on my last two requests for escalation?
( 11:31:40 ) Vincent: Thank you for contacting Dropbox Support. My name is Vincent, and I am going to look into your issue, right away.
( 11:31:52 ) Vincent: Hi Craig we sincerely apologize for the problem, but we are working on it. The team, is on it right now. For some reason the entry place for the Date of Birth is not coming up. We apologize for the inconvenience (Don't worry, your account won't be disabled immediately)
( 11:32:22 ) Vincent: So as of right now, unfortunately there is no update on the situation. All we know, is that it is actively being worked on as we speak
( 11:32:39 ) Visitor: if you disable my account will I get a refund? if so, how much? partial or full?
( 11:33:11 ) Vincent: No accounts will be disabled, until we fix it, and everyone is given a chance to enter their DOB.
( 11:33:37 ) Visitor: if you're that confident, you can promise refunds?
( 11:34:07 ) Vincent: There is nothing to promise as far as refunds. This will be fixed in the immediate next few hours.
( 11:35:52 ) Visitor: no compensation for the stress and time this has already caused me, no compensation if you break your promise to fix the issue--and you've broken several promises so far
( 11:36:14 ) Visitor: if this was a restaurant I would walk out! terrible customer service
( 11:37:03 ) Vincent: Craig this is affecting 100's of thousands of user, we have it on our highest priority. Their is no possibility of this promise being broken. I understand your frustration.
( 11:37:31 ) Visitor: I've worked in the IT industry for 25 years, if I treated any of my customers in this way I would be sacked
( 11:37:55 ) Visitor: I'm sure you're covered by your SLA but this is a horrendous way to treat people
( 11:38:39 ) Vincent: Duly noted, but I assure you, that this will not affect your account, as it will be fixed shortly.
( 11:38:41 ) Vincent: Is there anything else I can help you with while you still have me here? Any other questions maybe?
( 11:39:03 ) Visitor: nope
( 11:39:10 ) Vincent: I will follow up with an email after we close the chat, which you can respond to, should you need further assistance.
( 11:39:18 ) Vincent: Thanks for chatting with us today. We would love to hear how easy it was for you to receive the help you needed, via the following one-click rating, after I close the chat.I wonder whether everyone who is follwoing this thread and is experiencing the same problem has opened a support ticket with Dropbox.
It might help focus their attention if their support system suddenly blows up with hundreds of identical support requests.
So far the ONLY results I've had from DropBox or the Community are:
1) on the upside confirmation that I am not stupid but that everybody else has the same problem2) on the downside umpteen emails confirming that everybody else has the same problem
3) a collection of DropBox badges
Twitter direct message reply -helpful ?
Hey there, we appreciate you reaching out.
The agent you were in contact with has replied to you via email with a follow-up.
Our team is aware of the issue, and is working on a resolution.
You will be informed via email when there is an update, and we will also let you know from here.
Thanks!
from Dropbox email
Thank you for chatting in to Dropbox Support today! This email includes a ticket number for your reference.
You reached out as you encountered an issue entering your date of birth after the recent UK legislation update.
No worries, our engineers are aware of the issue, and working on a fix as we speak. I'll keep you posted with updates.
Let me know if I can be of any further assistance, or chat back in for live support! Stay safe!I'm only here for the badges now
I've had two tickets opened so far.
I have same problem as everyone else, how on earth the comms emails were approved is beyond me. Like they want to lose loyal customers.
