Personal plus downgraded by Dropbox

Hey PeterNor, sorry to jump in. 

Since you’ve contacted our support, you should’ve received a ticket number to your Dropbox email address. 

Can you please check it and send us your ticket number here, so that we can take a look? 

Thanks!

Hey PeterNor, thanks for the ticket ID. 

I've found your ticket in our system and passed your comments there to keep all the relevant information under one place.

For further assistance, you can reply to the agent handling your case as they'll be able to help with account specific information.

Let us know if you have any other questions in the meantime. 

Glad to hear that you managed to sort this out in the end, Peter - thanks for keeping me in the loop too!

See you around the Community and take care!

Hello everyone, I have the same issue (I think) - the difference is that I have a free Dropbox account. I have used both personal and work Dropbox. Suddenly, my personal Dropbox does not exist anymore! I  have received an e-mail saying that these two (personal and work) are not linked anymore, which is OK, but I can not find my files previously located in Personal Dropbox anywhere...

Hi Ines N., if you have two linked accounts, it means you had two separate Dropbox accounts under different email addresses. Do you know what the other email address is, and have you tried signing into it?

Walter,

you seem to be very helpful.  I have the same issue. For years I had a free personal and a separate paid Professional account I used for my business, which was recently converted to a Plus account.  I never used the Teams Folder, so when I received an email about disbanding teams, never in my wildest nightmares did I think that they would unlink my two accounts and that only one account would be available at a time on my desktop or device.  This morning I woke up to this email sent to me at 12:37 am "The _____ ______ team has been disbanded by Dropbox. Your team’s folders have been converted to shared folders, and all ______ _______ groups have been deleted. Your account has been converted to a personal Dropbox plan."  I had only access to one account on my desktop and had to log into the web to access the other.  I do not mind paying more, but why would I ever need 5TB, when I am only using a portion if the 2TB.  Additionally, how do we know that Dropbox is going to continue this functionality yet again?  Why don't they just charge us a link fee?   I would gladly pay it.  I had no idea that the "disbanding of Teams" would unlink my account, and that was never expressly stated.  I am on the verge of moving everything to OneDrive.  I really am frustrated that Dropbox removed a functionality that many have relied upon for years and is one of the reasons we have stayed with Dropbox.  Is there anyway to just pay for the link of accounts?

Laura

Hi Toshiespeaks, thanks for taking the time to post about this!

Your comments on this have been quite helpful, and I will do everything I can to ensure that your voice is heard. 

At the moment, what you can do is use one Basic, and one paid Business plan in order to have them linked. 

I hope this clarifies, and if you have any questions let me know!

Hi Megan,

Thank you for your response.  I understand that is what they are saying now, but we have no assurances that we are not going to wake up to the same disruption to our work flow when Dropbox decides they want us to pay more for the same thing or less.  Additionally, my Basic Account shared the 2 TB of my Plus Account.  I do not want to pay for the Plus and the Business just to link the accounts.  My Basic account had a small number of GB previously and is not sufficient.  It was unconscionable that the warning email made no mention of unlinking the accounts, only that Teams Folders would be removed.  Having never used the Teams Folder I was unconcerned.  I feel misled as to the actual impact of the changes that Dropbox announced.   I also learned today that customer support on the Basic Dropbox is nothing but a chat bot and the Plus version directs you to a forum, which is completely different to the live support received in the past. It is a shame (and also a nightmare to someone like me who has grown dependent on a certain level of service only to awake to something extremely subpar).  I am currently looking for a different option after using Dropbox since 09/07/2010. 

Yes, thanks, I couldn't remember this actually... I have totally forgot that I have two e-mail addresses registered... Solved now, thanks!

Totally agree! 

Hi Toshiespeaks, Dropbox Plus plans do have email support when you access the support page when logged into that account, so it is possible to contact the team directly from there if you need any assistance. 

Thanks Jay.  I did contact them this way and they got back to my email written before 9 am at 3:36am the following day with a stock answer and closed the ticket.  Not really customer service if they do not resolve the issue and 18 hour response in not direct contact.  There is no way to directly contact anyone at Dropbox.

Do you have the ticket ID so I can locate it on the system?

I am going to One Drive, although they also require a personal and business account to be linked to have both on any five devices, their $69.99/yr plan includes all the O365 applications, including word, excel, powerpoint, etc.  I can get a business one drive account only for $5/month ($60/year) or for $6/month ($72/yr) with the O365 capability.  . 

This is the response I sent to a Customer Service Rep when I was asking for a solution for the dropped link between accounts:

Hi Jay,

Were you planning on getting back to me?  I gave you my Ticket number.  I think the biggest issue is that Dropbox took away functionality and  is unwilling to admit that they just want to push users into paying for two plans.

From the previous responses, you haven't provided me with the ticket ID. Could you type it in your next response to locate it in the system?

Ticket 16491494 I do believe I posted this previously, but I do not see it in the thread.

Thanks for the ticket ID, I can see that the support agent recently replied to your message. I'd recommend contacting them if you require any further assistance on this matter. 

Jay,

No one has been able to assist or resolve this issue.  Stating that it is being handled or that I can seek assistance off the forum via email does not make it true.  That is why we are objecting to this publicly and asking for the functionality to be returned without herculean efforts or large dual subscription fees. Your base of loyal users from the early years is one of the reasons Dropbox's platform has grown.  This change has forced us into look at other company's offerings because Dropbox has offer no real resolution to change that  occurred without real warning or justification.  The unlinking of accounts was thrown into the guise of dismantling of Teams (I have never used Team folders).  I have been able to link accounts for as long as I can remember (I have had the paid subscription since 2014 and the other free account since 2010).  Please offer us an acceptable economical way to relink the accounts.  I was at the doctor's office yesterday and could not access my medical records on my phone because I have my business folder on there, my personal folders disappeared before my eyes as the Wifi connected.  This is beyond frustrating, and my only option is to turn to another provider.