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Dropbox Customer Support Levels

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Community Manager

Dropbox Customer Support Levels

Our customer support team is dedicated to helping you have a great experience using Dropbox. When you’ve got a question, we want to make sure we provide you with an answer. We put together this overview to help you understand the support options available. When you contact the support team, be sure to include all the relevant details that will help them resolve your issue.
 
Remember, any time you’re looking for help, you can always start by searching the Dropbox Help Center or the Dropbox Community Forum.
 
Dropbox Basic and Plus:
 
Dropbox Basic
Dropbox Plus
Channels
Email
Email
Targeted initial response time
72 hours (excluding weekends)
24 hours (excluding weekends)
 
Dropbox Business plans:
 
Standard
Advanced
Enterprise
Channels
Email, Chat*
Email, Chat*, Phone*
Email, Chat* (coming soon), Phone*
Hours
9AM - 5PM local time Mon. - Fri.
9AM - 5PM local time Mon. - Fri.
24/7 support available (English only)
Targeted initial response time
Email: 24 hours (excluding weekends)
Chat: Within a few minutes
Email: 24 hours (excluding weekends)
Chat, Phone: Within a few minutes
Email: 1 hour
Chat, Phone: Within a few minutes
 
Note: The customer support levels described here are accurate as of April, 2017. Dropbox’s customer support levels may change in the future. 
 
You can find info about downtime and the current status of Dropbox products on our status page.
 
Phone and chat support is available in the following languages: English, French, German.
Email support for Dropbox Basic and Plus is available in the following languages: English, French, German, Italian, Spanish, Japanese, Portuguese. Enterprise email support is available in English only.
 
*This support channel is only available to team admins. Team admins can access support channels through the admin console. 
 
Supported Time Zones 
 
Europe (phone and chat)
  • 9AM - 5PM GMT and CET  
United States (phone and chat)
  • 8AM - 8PM EDT
Japan (email only)
  • 9AM - 5PM JST

Dropbox Community Super User Program

Super Users are some of the most active, knowledgeable and dedicated people