How do we get to speak to a live human being at Dropbox?

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.

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!

Hi Shauna Sanheim, thanks for contacting us. Currently, we only provide incoming phone support for team admins of Dropbox Business subscriptions. Is there anything you require assistance with that we could provide info on the community?

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. 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.

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.

How can we speak to someone at Dropbox?

22 Replies

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Mark
Super User II
2 years ago
Stacy3 wrote:
How can I cancel my subscription immediately and get my refund that you took today

Have you read the help articles on it?
Hannah
Dropbox Community Moderator
2 years ago
Hey Stacy3, thanks for posting here today!

Have you tried reaching out to our support team? They should be able to investigate and assist you directly.
Stacy3
New member | Level 2
2 years ago
How can I cancel my subscription immediately and get my refund that you took today
Megan
Dropbox Community Moderator
2 years ago
Awesome news, and don't worry at all Jtremel!

A little Thursday freak-out happens to the best of us. 😊

If you need anything else, let us know!
Jtremel
New member | Level 2
2 years ago
Thanks for your help. Looks like the fax was finally sent. Sorry for the freak out and thanks again. You handled it well. Have a good night
Jtremel
New member | Level 2
2 years ago
There are no emails from Dropbox, I have kept checking just in case since I requested a copy be sent to me. I don’t think there’s a way to send a photo? It’s basically like when you submit something and then the system starts thinking. I don’t know how else to describe it but it has not given me any confirmation and I’ve spent $12 already.
Megan
Dropbox Community Moderator
2 years ago
Hey Jtremel, I'd be happy to help!

Usually our system will send you a confirmation email within a minute or two of your transmission's completion letting you know it finished, or if it failed, and why.

If you check your inbox, are you able to locate any emails there?

As for the trilling, would you mind sending me a screenshot, please in order for me to have a visual? Just make sure none of your personal info is shown there.

Thanks a bunch!
Jtremel
New member | Level 2
2 years ago
Is there a way you can just help and see what’s going on? It says it was sent, but that little thing next to it is trilling like it’s thinking. Why isn’t this going through and processing??? I have had this issue ALLLLL day with multiple platforms. I’m just pissed
Megan
Dropbox Community Moderator
2 years ago
Hi Jtremel, sorry to hear about that!

Have you tried to contact Dropbox Support directly for this?

You can visit the Support page while you're not signed in to a Dropbox or Sign account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

Let me know more!
Jtremel
New member | Level 2
2 years ago
I don’t understand how this is acceptable in this life. To only give support for a business to people who are paying more fees. You’ve completely lost me as a customer. I spent $12 on a fax, and have been sitting here for almost 2 hours with no confirmation of it being sent, and it’s showing trilling. No movement. Is anyone going to be giving me a refund or should I take matters higher?