Message from Dropbox about completing date of birth by 1st September or lose Family Plan Access

How can it be so difficult to add a box on the account settings page where we can add our dates of birth? I have years' worth of files on Dropbox. Their incompetence in dealing with this is even scarier than their emails about it. 

And while it seems some of us have made a little progress through the live chat support service, this is no longer accessible, and the estimated response time for an email has risen from 24 hours earlier this morning to 72 hours now. I assume they're dealing with high volumes.

Yes, I would expect this to result in high volumes of contact with support. My current situation is that I've received the transcript of the chat and thus a ticket number, but no actual reply on the subject with anything substantive.

I'm not a happy camper. Given that I've also got 2TB of storage with Google I'm seriously considering just moving everything over to them.

And yet another email - this time with a link that says 'please sign in now to enter your date of birth' - Ok, but WHERE?????

I finally got through to chat support. Highlights include the following:

"Dropbox engineers are aware of the problem and are working on a solution. Sorry for any inconvenience this is causing. We'll update you shortly on this issue. Please rest assured, that your account is safe on Dropbox and no files will be deleted."

"I can confirm that you account will not be deleted and you will not lose data, this is a recent law that has just been passed from the UK requiring date of births to be added to accounts."

I also asked which new law this relates to, and when it was passed:

Me: "But when did Dropbox know it was coming?"

Response: "Last week, when prompts and email were sent out to accounts, that this was coming into force on 1st September. It is a recent change with UK law. And has been passed very quickly."

Me: "Could you give me the name of the law, and ideally a link to it, so I can see when it was enacted?

"Response: "I am afraid, I only have the information that has been given."

I'm now in an email exchange on the matter.

An update from chat this morning, I've highlighted in bold the bit where it is supposed to work, I'm not seeing the notification anywhere other than in the app at the moment so can't verify this.

Chat transcript:
( 10:20:52 ) Visitor: Have you sorted out me being able to add my Date Of Birth that you are demanding for me to be able to continue using my account?
( 10:23:58 ) Davis: Hi Michael! Thank you for contacting Dropbox Support. My name is Davis, and I'm more than happy to assist you today!
( 10:24:15 ) Davis: You may not be able to add that yet. However, I'll be more than happy to show you  right away where (and when) to enter the date of birth information.
( 10:24:29 ) Davis: On September 1st (so some time today) you will get a notification in your account that lets you add it. (So you may not have this yet, until the notification comes through) but you can find your notifications by logging into the website, and in the top right hand side, there is a notifications bell. From there, when you get that notification, it will let you click the notification to enter the date of birth details.
( 10:26:22 ) Visitor: I'm not seeing anything in the website. I have had notifications via the app, but these are not showing in the web notifications
( 10:26:47 ) Davis: If it is not letting you add it from there, I will provide you with another way you can add this is. After this chat ends, I will email you after this chat with the full transcript of our chat. When that email comes, reply to it from your [email] address with the date of birth details, and I will forward them on your behalf.

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.

Putting personal info in an email is a really BAD idea.

That DropBox are apparently recommending this as a fix makes you question how they manage the security of our data!

I've just had a notification popup from the app, again, now when I click the link to Learn More, it just takes me to my Dropbox home page where all my folders are.

This is getting beyond frustrating