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Business Account closed without permission

Business Account closed without permission

MattS1
Explorer | Level 3

My DfB account has been downgraded to a personal account overnight for no apparent reason.  The invoice was paid 5 months ago for 12 months in advance.  Because I no longer have DfB I cannot phone anyone to discuss the problem.  I emailed the support email address and got a ridiculous reply giving me a ticket number but saying there was no point in replying to the email since it is not monitored..  We rely on DfB at my company to manage our files.  How on earth am I supposed to speak to someone?  Customer service is pretty shocking, constant dead ends on the website just seem designed to put people off trying to contact Dropbox.

10 Replies 10

Re: Business Account closed without permission

Jay
Dropboxer

Hi @MattS1, thanks for posting on the Community.

 

I understand your frustration on this matter. Since you've mentioned your account was downgraded, most likely it's return to a Basic plan, meaning your support options have changed. Currently, we only provide incoming phone support for team admins of Dropbox Business subscriptions.

 

As this could refer to a billing issue, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

 

You can do this by logging into your account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible.

 

If you need any further assistance, please let me know.


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: Business Account closed without permission

MattS1
Explorer | Level 3

Hi

Thanks for your reply.  The link you sent just deals with credit card, Apple and Google payment queries.  I made a payment of an invoice for 12 months upfront direct from my bank account.  There is no option to enquire about this payment method, which is obviously pretty ridiculous and frustrating.  This is a very bureacratic and inefficient way of dealing with problems by Dropbox..

Re: Business Account closed without permission

Daphne
Dropboxer

I see, thanks for clarifying that @MattS1.

 

Since you're having trouble reaching out to the team, I've reached out to the email linked with your profile here.

 

When you have the time, please check your inbox for my message, and we can go from there.

 

Thanks!


Daphne
Community Moderator @ Dropbox
dropbox.com/support


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Re: Business Account closed without permission

MattS1
Explorer | Level 3

Hi Daphne

I replied to your email on Friday and I'm still waiting for a response.  This delay is very unhelpful.

Regards

Matt Scriven

Re: Business Account closed without permission

Daphne
Dropboxer

Sorry about the delay there while I looked into this for you @MattS1. I got back to you there, so please let me know if you didn't receive this.


Daphne
Community Moderator @ Dropbox
dropbox.com/support


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Downgraded from Business to Basic without my knowledge

Mark Salter
Explorer | Level 4

Hi. I have a Business account that has been downgraded, not by me, to Basic.

My company can't now sync files.

The bill was paid in early December.

What is going on Dropbox?

I need this back to Business ASAP.

Thanks

Re: Downgraded from Business to Basic without my knowledge

Lusil
Dropboxer
Hi there @Mark Salter, thanks for checking in with us and sorry to hear about this. 

Due to account-specific information that's required to have a better look into this, I'd recommend contacting out Support team. 

You can do this from this link, via an incognito window, without signing in. 

If you have any trouble doing this, let me know and I'd be more than happy to send you one myself. 

Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: Downgraded from Business to Basic without my knowledge

Mark Salter
Explorer | Level 4
I'm having exactly the same issues as MattS1. I've chatted with a couple of guys in sales, as they are the only ones I can get a hold of. They said they would escalate it but nothing happens. Meantime I have paid for a service I can't use with no help from Dropbox.

Re: Downgraded from Business to Basic without my knowledge

Walter
Dropboxer
Thanks for sticking with us on this one @Mark Salter.

I just found your existing ticket on our system and got back to through that to investigate this further.

Whenever you get the chance, please take a look at your inbox and we'll take it from there. 

Walter
Community Moderator @ Dropbox
dropbox.com/support


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Top contributors to this post

  • User avatar
    Mark Salter Explorer | Level 4
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    Walter Dropboxer
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    Lusil Dropboxer
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