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Forum Discussion
My business account was downgraded despite a recent upgrade
Hello Dropbox Community,
I’m a long-time Dropbox Business user with approximately 9TB of data stored. On May 17, I upgraded from the legacy Business plan to the new Dropbox Business plan, which expanded my storage to 15TB. I have a receipt confirming this transaction.
However, today I noticed that my account has been downgraded. Dropbox now indicates I have only 1KB of available space, and none of my files are syncing. This issue critically impacts my work on a feature film, as I cannot upload or share essential files with my team.
Attempts to resolve this have been challenging:
- The system doesn’t recognize me as a Business user, so I can’t access phone or live chat support.
- I contacted Sales, who said they escalated the issue to Support. However, I received an email from Sales stating they couldn’t assist me and to contact Support. The link they sent to the support page I could not access as it thought I didn't have a business account.
- I replied with my payment receipt and requested further assistance but have not received a response.
Has anyone else experienced a similar issue? I would greatly appreciate any guidance on how to resolve this promptly.
Thank you in advance for your help.
Michael
3 Replies
- Jay
Dropbox Community Moderator
Hi popantipop, thanks for contacting us about this matter.
I’d recommend getting in contact with our support team directly to look into this matter in more detail.
You can do this by opening an incognito/private browsing window, while not signed into any account, and accessing this link.
From there you should be able to contact support. Make sure to pick an email to which you can receive and send emails from.
Once you get a ticket ID from the automated email response, please let me know the number so I can locate it on the system.
- Jay
Thanks for the ticket ID, I've gone ahead and prioritized it in our system in order to expedite matters on your behalf.
If there's anything else we can assist with, feel free to reply back here!
