Our Dropbox Business account was deleted after a team merge

[Elisabeth Hopperus Buma]

Dropbox deleted our (until October 2022 paid) Business account of our University's Dropbox after a team merge last week. We have been sending e-mails to Dropbox but nobody answers. We urgently need help.

Kind regards,

Elisabeth Hopperus Buma

Wageningen University & Research

the Netherlands

[Hannah]

Hey @Elisabeth Hopperus Buma, thanks for reaching out to the Dropbox Community.

Would you mind clarifying what you mean that Dropbox deleted your account?

And can you also give me the ticket number(s) for the email(s) you sent to our support, so I can look into your case?

Thanks so much.

[Elisabeth Hopperus Buma]

Dear Hannah,
thank you for reaching out to us. The last support chat we were able to have was with John in November last, ticket no. #15190255.
My colleague Mirjam Schaap had a chat conversation with him about merging two Dropbox teams together.
After we successfully executed this merge Dropbox stopped our paid Business account with no reason. We have paid for this Business account on our BENEFIT Project team Dropbox until 10 October 2022 and we want it back urgently.
Please contact me about this.
[Removed as per Community Guidelines]

[Elisabeth Hopperus Buma]

Hi Hannah,

We sent emails to renewals@dropbox.com,  support@dropbox.zendesk.com  and renewals@dropbox.zendesk.com  on 25 January 2022 at 15:32 and on 26 January 2022 at 16:15 (Dutch time) but no one replies to us. Also we cannot chat with Dropbox which we normally could do through our Dropbox Business.

Please check what went wrong. Dropbox made a mistake by taking out the paid Business account that we have.

Kind regards / met vriendelijke groet,

Elisabeth Hopperus Buma

Course, Project & Event Support Group

<<contact details removed - its unsafe>>

[Elisabeth Hopperus Buma]

Dear Hanna,

To make things hopefully more clear:

We have a paid dropbox business account (BENEFIT project team) with a business account valid until 10 October.

We merged another dropbox team (ISSD Ethiopia) with the BENEFIT project team last week Wednesday 19 January.

The ISSD Ethiopia team has stopped (we cancelled it some months ago) taking effect 24 January

After the 24th (and after merging with BENEFIT project team on the 20th),members get the message that they need to upgrade to business. And we notice that their folders in the cloud don’t synch.

So either you merged the BENEFIT team to the ISSD team (which no longer has a business licence, starting from 24th), or you stopped the business licence of the BENEFIT team just after we merged teams.

Either way, we would appreciate if you to correct the mistake as soon as possible, and continue the subscription for a Business licence until October 10th (for which we paid already).

Elisabeth Hopperus Buma

[Jay]

Hi @Elisabeth Hopperus Buma, when you contacted the team, did you get an automated reply with the new ticket ID?

If so, this will help me to locate it on the system!

[Elisabeth Hopperus Buma]

Hi Jay,

Yes we got an automated reply with ticket no. #15657075

Please help us.

Thank you.

Elisbeth Hopperus Buma

Wageningen University & Research

the Netherlands

[Jay · Accepted solution]

Thanks for the ticket ID, I can see it's been forwarded to a specialist team already.

I've gone ahead and prioritized it to expedite matters on your behalf.

[Elisabeth Hopperus Buma]

Thanks so much for your help, reply and attention, Jay.
I hope that Dropbox will contact me very soon.
Kind regards,
Elisabeth Hopperus Buma
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[MarkThomas]

I unintentionally deleted my Dropbox business account upon a team merge.  Please reverse this.  I have lost access to all my business Dropbox files. I very much want to "unmerge." I had no idea the merge would delete my account and take away my access to all my historical folders.  Thank you.