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I'm experiencing an issue upgrading my Dropbox Business trial plan to a paid subscription.

New member | Level 2
New member | Level 2

My business trial ended today and my dropbox Admin Console locked out and my Dropbox stopped syncing and wouldn't even load on my Mac.  I went to the "resubscribe" button and entered my payment information for the upgrade and nothing happened.  I clicked it a couple of more times and nothing happened.  I then logged out and tried the process again...again nothing.  No error messages or anything, just a brief moment where it said processing and then went back to the "submit order" button.  I then tried the whole thing again in Chrome, hoping that was the issue and after a couple of tries of that it said I tried too many times and was now locked out.

 

Of course I'm on a dead line and this happened at the most terrible time.  I tried chatting with "sales" and they couldn't sell anything, only offer a free trial.  Dropbox customer service is really terrible.  I submitted a support ticket, but it seems that I may not hear back from them as late as Friday.  This is totaly BS and I think I'm moving to a company that takes customer support, especially for businesses, more seriously!

1 Accepted Solution

Accepted Solutions
Highlighted

Re: Locked in Business Trial Hell!!!

Dropboxer
Dropboxer
Thanks for bearing with us while we were investigating how to best resolve the billing issue you were experiencing jayaproductions
 
I’m just updating this discussion here, as I can see that our team payments specialist had replied on your open ticket on Monday. As our specialized technicians have identified where the issue lies & they’re currently working towards a solution, they’ve made sure to extend your trial. This way, you can use Dropbox to accommodate your current needs until there’s a fix put in place & re-upgrade at the end of your new trial. 
 
I hope that this is helpful to you & please accept my apologies for any inconvenience this may have caused you in the meantime. I remain at your entire disposal should you need further assistance!

 


Jane
Community Moderator @ Dropbox
https://dropbox.com/support

 

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7 Replies 7
Highlighted

Re: Locked in Business Trial Hell!!!

Dropboxer
Dropboxer
Hey jayaproductions, I do understand the urgency & importance of the matter & I’ve made sure to check back for your open request internally on our system. From what I gathered from your previous interactions with my colleagues, this is has now reached a higher level of support & in order to expedite matters, I’ve also raised your support priority internally. 
 
They’ll get back in touch with you on this discussion & rest assured that they’ll do their best to help you over. 
  
I hope this sensitive payment-specific issue gets resolved soon for you & I’m always here in case you need further assistance!

 


Jane
Community Moderator @ Dropbox
https://dropbox.com/support

 

Heart Did this post help you? If so please give it a Like below. 
 Did this post fix your issue/answer your question? If so please press the 'Accept as Best Answer' button to help others find it.
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Highlighted

Re: Locked in Business Trial Hell!!!

New member | Level 2
New member | Level 2
Well, I started more calmly this morning after seeing a reply to my request, but then my blood started to boil again when I realized that all they sent me was a link to the renewal payment page that is still not working.
Highlighted

Re: Locked in Business Trial Hell!!!

Dropboxer
Dropboxer
Hey @Pg37, welcome to our forum! 

I’ve checked on your open request, and see that it is being handled by our Payments team, at a higher level, and I have reached out to our team there on your behalf. 
 
Thanks

Sanchez
Community Moderator @ Dropbox
https://dropbox.com/support


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Highlighted

Re: Locked in Business Trial Hell!!!

New member | Level 2
New member | Level 2

Sorry to keep changing usernames.  I think it was logged into the wrong account.  No response from the billing team.  I opened a new Dropbox business account with a new email and tried to chat with support and they said I basically have to wait for email support.  I literally cannot find anyone at Dropbox who will take my money.  Meanwhile if I don't get this working I'm at risk of losing my biggest client, which in turn will threaten the livelihood of my business.  I guess this is a very good reminder to never put too much faith in an online business, especially one that has zero ability to talk to a human being.   I'm opening a pCloud account and switching everything over to there so we can keep working.  thanks for your help Sanchez

 

Highlighted

Re: Locked in Business Trial Hell!!!

Dropboxer
Dropboxer
Thanks for bearing with us while we were investigating how to best resolve the billing issue you were experiencing jayaproductions
 
I’m just updating this discussion here, as I can see that our team payments specialist had replied on your open ticket on Monday. As our specialized technicians have identified where the issue lies & they’re currently working towards a solution, they’ve made sure to extend your trial. This way, you can use Dropbox to accommodate your current needs until there’s a fix put in place & re-upgrade at the end of your new trial. 
 
I hope that this is helpful to you & please accept my apologies for any inconvenience this may have caused you in the meantime. I remain at your entire disposal should you need further assistance!

 


Jane
Community Moderator @ Dropbox
https://dropbox.com/support

 

Heart Did this post help you? If so please give it a Like below. 
 Did this post fix your issue/answer your question? If so please press the 'Accept as Best Answer' button to help others find it.
 Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

View solution in original post

Highlighted

Re: Locked in Business Trial Hell!!!

New member | Level 2
New member | Level 2

can i have support contact me asap or at least try my payment again how do i talk to support

 

Highlighted

Re: Locked in Business Trial Hell!!!

Dropboxer
Dropboxer
 
You can contact Support from here and check out the options available to you depending on your plan type.
 
For billing matters, since wouldn’t be able to assist here on the Community I’ve gone ahead and reached out to the email address associated with your Community profile to speed along the process for you.
 
Please check your inbox at your earliest convenience so that we can continue the discussion there.
 
Thanks!

Daphne
Community Moderator @ Dropbox
https://dropbox.com/support


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