Referral incorrectly labeled as "suspicious"

[Cyanotype]

I recently gave a referral to a family member who installed & opened Dropbox on his new Macbook Pro (which didn't have Dropbox on it previously) using the same email address I sent the referral to.  However, both of our accounts show the referral as "ineligible," with the note "This invite looks suspicious! This usually happens if you sign up for multiple accounts on the same computer."  This has happened with colleagues before, and I just shrugged it off.  With this recent referral, my family member mentioned that he uses a VPN, which sometimes causes issues for him, and my colleague who had earlier been deemed ineligible uses a VPN as well. 

Does anyone know if using a VPN can cause a referral to incorrectly look suspicious/duplicate?  And is there any way to appeal the decision?  I feel bad that I told someone they'd get more space from my referral, then it was labeled as suspicious and neither of us got extra space.  I've seen opening a ticket suggested in other forum messages but haven't seen a way to actually do that.  Thanks!

[Jay]

Hi @Cyanotype, thanks for messaging the Community!

It's possible that a VPN could cause referrals to be detected as ineligible, since it would seem like multiple users are attempting to do so from the same location.

Would it be possible to contact you at the email associated with your forum profile to assist further? Thanks!

[Cyanotype]

Yes, it's fine to contact me - thanks, @Jay!

[Jay · Accepted solution]

Thanks for the reply, I've sent you an email, please reply to me when you get a chance!