Cannot login to our Dropbox Team accounts, due to a CAPTCHA error.

Thanks Megan!

Hey Gaatjeniksaan, I was able to locate your ticket number on our system.

I had a look and I completely understand how frustrating it can be to wait for a resolution.

I want to assure you that our specialized team is actively looking into this. Since this issue requires advanced tools and expertise that aren't available to us here on the community, your case is in the best possible hands with them.

While we can't intervene in their process, I've gone ahead and raised the priority of your communication to "High". In any case, we're here to support you and answer any other questions you might have.

Thanks a bunch!

I have a critical issue with my Dropbox Business account that has been going on for weeks. The problem? I cannot add users or assign licenses—every attempt results in an error.

I contacted Dropbox support multiple times, and instead of actually investigating the issue, they keep giving me useless, copy-paste responses like “Have you tried using a mobile browser?” or “Try a different device.”

I’ve already tried everything, and I provided extensive debugging details. But support doesn’t even seem to read my messages properly. They just throw the same generic troubleshooting steps at me every 24 hours, without actually thinking.

Since Dropbox refuses to listen, I did some testing myself. I created a brand-new business account, and guess what? With that account, I can add users and assign licenses without any issues. That means the problem is on their end, not mine.

Instead of waiting another 24 hours for the next useless response, I’m posting this here in the hope that someone competent will finally take a proper look at it.

My latest response, just 5 minutes ago, after an 11(!)-email conversation with absolutely no one listening:

Hi Martin,

I don’t feel like my issue is being seen as a priority by Dropbox, even though there is a clear bug our business  account. It does not matter what device I use. I have a software company and I’m a software engineer with a Master’s degree in Software Engineering, so I know how to debug. And no, you don’t need to treat me like some dumb kid—I know what I’m doing.

You suggest I try using a mobile browser, which you or your colleague also suggested two days ago. I did this immediately and shared my findings right away—within 10 minutes, instead of the 24 hours it takes you to respond.

I have tried everything—from every device, every network, Windows or Mac, Android or iOS, in every browser: Chrome, Safari, Firefox, and even Opera for **bleep** sake. In my hometown or elsewhere. With or without a VPN. I also made other users in our business admins. Each and every one of them gets the same error. So please fix your **bleep** software.

To further prove that the issue is on your end, I created a brand-new Dropbox Business account using *******. With this account, I can add users and assign licenses without any issues. However, with my main account *******, this is completely impossible, and I keep running into errors. This further confirms that the problem is on YOUR SIDE—not mine.

Since you seem unwilling to actually think, I’ll do it for you. Here are a few server-side debugging steps your engineers should perform:
1. Check internal logs for failed API calls or permission-related errors when attempting to assign licenses.
2. Verify system-level error messages when processing user and license modifications for my account.
3. Check for rate limits or security policies that may be incorrectly blocking user management actions.
4. Run internal diagnostic tools on my account to identify inconsistencies between different backend systems.
5. Compare my account (********) with a new business account (*******) to identify discrepancies, as the new account allows user and license assignments without issues.

I have no issues paying annually; however, I have issues paying for a bugged product that is used in the core of our business. I will not pay until this glitch is fixed. You may also contact me by phone at *******.

If this issue is not taken seriously, I will initiate a chargeback for the amount already charged.

I’m sick of getting one response from support every day while this is business-critical software. You guys provide it—start acting like it.

Greetings,

A very unsatisfied customer who is about to leave a review on every review platform you can think of if this issue is not taken seriously.

Hey Gaatjeniksaan, have you tried reaching out to our support team directly?

You can do so through this page.

Let us know when you have a ticket number.

Nancy Is this the only way to get support? Via a public forum?

Hey Gaatjeniksaan! You can try to mask any personal info that may be showing on the screenshot before uploading it here.

NancyThe full screenshot contains info I would rather not share publicly. 

Hope it’s OK if I jump in, Gaatjeniksaan. Can you try to send us a full screenshot of the error you mention when accessing your Admin Console?

Hey Megan,

Thanks for your reply. I have never ever got a captcha challenge visually. 

Also with my already logged in account I cannot ad licenses or invite members (im admin). It seems like something is terribly wrong with my account since i also have the same issue on other devices with just only my account. 

On the my mac where i'am still logged in into dropbox almost everything i do in the admin console results in this message: 

"Er is een probleem opgetreden bij het voltooien van deze aanvraag".

All right Gaatjeniksaan, since I understand that the experience is inconsistent, let's also try the following, depending on what you get this time:

1) If you get the CAPTCHA challenge again, please try pressing on the audio button instead to see if it makes any difference. 

2) You mentioned a "two-factor authentication code", if you're talking about this and your Dropbox account doesn't use SSO, please try the following:
-Request a password-reset link via https://www.dropbox.com/forgot
-Set a new password
-Try to sign into your Dropbox account online again.

3) If possible, have the admin of the team add the following to your list of approved domains: dropbox-api.arkoselabs.com .

Let me know of any updates!