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Unable to access paid Dropbox account. It prompts me to sign up.
Hi,
I’m unable to log into my Dropbox account. When I sign in with the email I’ve used for years, it prompts me to sign up as if I don’t have an existing account. However, I have a paid subscription under this email, and my most recent payment was processed on 1/30.
I have not received any emails about my account being deleted or deactivated. This is a business account that I rely on for daily operations, so I need access restored as soon as possible.
Any help would be greatly appreciated!
Thank you.
Thank you, Megan! We were able to get the issue resolved, and I really appreciate all your help. I’m also SO relieved to have all my files back!
Turns out, support@dropbox discovered that one of our team members accepted an invitation to join a client’s team. This unintentionally made our client the admin of our account. Later, when the client canceled their plan, it inadvertently deleted our account—something we had no idea would happen when accepting the invite.
To fix it, we had to reach out to the admin of the client’s team account, who then had to request our original account be restored. Once that request was processed, our account was back up and running within minutes!
Again, I can’t thank you enough for your support! 😊
11 Replies
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- Megan
Dropbox Community Moderator
Hi lindseygilbert, thanks for posting here!
If you use our self-serve look up tool to locate the email address behind this recent charge, do you see the same email address of the account you're trying to sign into?
Let me know more, and we'll take it from there!
Yes, it is the same email address
- Megan
Hey lindseygilbert !
It might sound trivial, but have you tried to log into the account using an entirely different browser, or incognito tab?
Do you get any specific errors when you try to do so?
Yes, I have. I've tried different browser's, incognito tab, the app... all give me the same prompt, to sign up. This is very upsetting, I have a meeting today with a client and I cannot access their files. I used my account Monday or Tuesday of this week and everything was fine. Below is a screenshot of one of the login attempts.
- Megan
Hi lindseygilbert, I see.
Can I reach out to you internally, in order for us to investigate further?
absolutely!
What information do you need?
- Walter
Hi from me too lindseygilbert - I've just followed up via email so please have a look at your inbox and we'll take it from there.
I have an open ticket #24750329 and have not heard back... is there a way you can expedite this? I do not have access to client files so it is impacting my ability to do my job. It is so frustrating to not have a customer service number to reach out to.
- Megan
Thanks for sharing your ticket number reference lindseygilbert!
I was able to locate it on our system, and left an internal note for the agent working on your case.
They should get back to you as soon as possible, hang tight. We appreciate your patience.
Thank you, Megan! We were able to get the issue resolved, and I really appreciate all your help. I’m also SO relieved to have all my files back!
Turns out, support@dropbox discovered that one of our team members accepted an invitation to join a client’s team. This unintentionally made our client the admin of our account. Later, when the client canceled their plan, it inadvertently deleted our account—something we had no idea would happen when accepting the invite.
To fix it, we had to reach out to the admin of the client’s team account, who then had to request our original account be restored. Once that request was processed, our account was back up and running within minutes!
Again, I can’t thank you enough for your support! 😊
