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Forum Discussion
Team's plan wasn't renewed but the invoice was paid. How can I find my reseller?
I have a teams plan through a 3rd party reseller that has been working for over a year. This morning users are all getting "Your team’s plan wasn’t renewed, so you can only view and download files. Enter new billing info to pick up where you left off." error. This is preventing any modifications of files on the Dropbox files so we're at a stand-still. The reseller isn't showing any issue and as far as they can see everything is fine. I've submitted a ticket with Dropbox but it's been 6+ hours and I haven't heard anything back.
The one thing odd is in the admin portal there is no Settings in the left menu bar so I cannot find a way to verify reseller permissions. However as this has been working fine for over a year I don't think anything would have changed, it's just a new month. Any thoughts on why I don't have the settings in my admin portal, I am listed as a Team Admin.
3 Replies
- Hannah
Dropbox Community Moderator
Thanks for bringing this to our attention, FCNHGift and sorry to hear about it.
Regarding your ticket, I located it in our system and went ahead and raised the priority, so a member of our team will be getting back to you the soonest possible.
As for your admin console, what do you see when you go to this page? What info do you see about your plan, for example?
Keep me posted.
I see the main member list. I had to add two licenses from my reseller last month. I'm a team admin and on the Admin console left menu I only have Members / Groups / Content / Activity / Billing / Help
There is no Settings in that list where support guides say there should be the reseller access control.
As for plan it shows Dropbox Advanced, 17 licenses, monthly billing and that bill has been paid. There's another note that "Your team was downgraded on 6/2/2025. To keep using Dropbox Business, add your billing info." But that info should be through my reseller which I can't update on my account.- Megan
Hey FCNHGift, let me jump in here too!
I think the best way to go about it would be to share your concerns with the agent working on your case, and wait for further instructions.
I suggest that since they have more tools, and visibility in order to determine what could have been the culprit there.
I've left an internal note, and also changed the priority of your ticket to "High". I appreciate your patience here. Hang tight, and they'll be with you as soon as possible!
