How can we speak to someone at Dropbox?

Hi daddix55, as this is a new username, this means you're signed in under a different Dropbox account, which user were you previously?

Could you check which email is currently signed in on this page? Are the payments associated to that account according to here? 

Currently, it isn't possible to transfer payments from one account to another, nor merge two Dropbox accounts.

Yes. I upgraded my account which was under my company email address, which I am now retired from. I received my payment receipt to my personal email on the upgrade from Dropbox, but all correspondence states I'm out of space. I cannot lose the files on my computer or all the photos I upload from my phone. I tried editing my personal email address, but was told it was in use? The 2 email addresses that could be referenced are below. 

[removed] - current and permanent address

[removed] - no longer used 

[personal information removed per the Community's Guidelines]

Please help me correct this so my payment is applied to my current email, but preserves all Dropbox stored data from my past email.

Thank you.

Hi Very_Upset, sorry to hear about that! 

I'd be more than happy to help. Feel free to let me know more, about the situation you're facing. 

Thank you! 

If you are a free user, they don't care.  Bot only, with limited canned responses.

If you paid, they still don't care. They got your money. They will find some other sucker to fleece.

Not Dropbox, Zendesk support.

Very few humans on that payroll.

They refuse to even look at my problems. They only send canned responses based on keywords then ignore me.

Hi from me as well, jdestin4. 

Please note that an email address can only be linked to one Dropbox account. 

Is it possible that you joined a Business team with your Dropbox account instead? If yes, are you still part of that Business team or have you been removed from it?

It is possible I was made an admin for the "new" account when I was shared footage in July 2022. I just feel like I somehow left my old account and joined a new one with the same login/email/password. And now I can't find my old account. 

Thank you for your help on this. It is possible I set up another account. Is it possible to have two accounts with the same email? 

When I clicked on the link you sent the last thing shown was the footage being shared to me in July 2022. However, I uploaded tons of footage in July 2021. 

Hi jdestin4 

Dropbox doesnt remove data from an account when you get shared access. It just adds to it. 

Are you sure you have not accidentally set up a second account? What is www.dropbox.com/events showing?

Data recovery is always only related to the plan status of your account - i.e. if a free user its 30 days. So, if your data was removed over 30 days ago it is not recoverable via Dropbox. Even paying wont extend that. 

It has been almost a year since I paid for my dropbox account. I have about 2 TB of footage store in it. About 9 months ago, I worked on a project where I agreed to receive shared footage with someone. This action caused my account to only show that shared footage. My 2TB of footage is suddenly gone. How can I receive this footage? 

Do I need to pay for a plan before I can talk to a real life human who might be able to fix this for me? 

Or is there a way I can phrase this for a robot to help me?

Thank you in advance for any help! 

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Matthew1922 wrote:

It kills me that I can not find a way to talk with customer support. Can anyone help? My account is all jacked up and I would love to talk to a human. 

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Phone support is only available for Business accounts, and it's initiated via the Admin console by way of a callback. There is no phone number to call.

You can find the support options that are available to you on the Support page, or you can post a question here and we can try to help.