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Personal account accidentally merged into a Dropbox Business team.

Explorer | Level 4

I have never experienced such a horrid customer service experience. Our client accepted an invite to a potential client's dropbox shared folder...the glitch in the Dropbox system converted his ENTIRE Pro account to his potential client's Business Account---- that potential client didn't become a client...and shut down the shared folder...when that happened OUR client was completely suspended from his HUGE DB account. He works with multibillion dollar global companies....all of his files are now not accessable...and potentially vulnerable. We were brought in 18 Days ago to help solve the issue....it is now 23!!!! 23 DAYS since this has happened....4 Tickets...multiple chat sessions....Customer service reps ...that will not refer you to any supervisor to solve the issue. I honestly think I am some customer service twilight zone...or nightmare. JUST insanity. Our client needs his files...now he is in the process of having his leagal team file complaints with the company’s investor relations, General Counsel, and the Better business Bureau. PLEASE HELP!!!! 

2 Accepted Solutions

Accepted Solutions
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Re: Client Accepted 1 Folder and his entire dropbox was transferred to his client's biz acct

Super User II
Super User II

That wasn't a glitch, and what was accepted wasn't an invitation to a shared folder, but an invitation to join the business account. In doing so, the account you accept the invitation from is transferred into the business account. At that point, the account is then owned by the business. This is why it's suggested that a new account is used when joining a business team. This keeps the information in the two accounts separate. Unfortunately, as you discovered, when an account is removed from a business team, it's simply deleted along with any content that it contains.

 

The fastest solution to this will be to have the team admin for the business account in question contact Dropbox Support and request that the personal account be restored to it's former status. The owner of the personal account can also make the request, but Dropbox will need permission from the business team admin before they can restore the account (the account was technically theirs at that point and they need to approve it, so it's just faster to have them make the request).

 

I'll pass this on to someone that might be able to help. In the meantime, if you have ticket numbers related to this already, reply back here with them and one of the Dropboxers might pick up on it (remember, this is primarily a user to user support forum, and not an official Dropbox support channel).

View solution in original post

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Re: Client Accepted 1 Folder and his entire dropbox was transferred to his client's biz acct

Super User II
Super User II

Just a quick note... I've heard that this has been sent over to the team responsible for Business accounts. I won't hear anything further since it's account related. Good luck.

View solution in original post

7 Replies 7
Highlighted

Re: Client Accepted 1 Folder and his entire dropbox was transferred to his client's biz acct

Super User II
Super User II

That wasn't a glitch, and what was accepted wasn't an invitation to a shared folder, but an invitation to join the business account. In doing so, the account you accept the invitation from is transferred into the business account. At that point, the account is then owned by the business. This is why it's suggested that a new account is used when joining a business team. This keeps the information in the two accounts separate. Unfortunately, as you discovered, when an account is removed from a business team, it's simply deleted along with any content that it contains.

 

The fastest solution to this will be to have the team admin for the business account in question contact Dropbox Support and request that the personal account be restored to it's former status. The owner of the personal account can also make the request, but Dropbox will need permission from the business team admin before they can restore the account (the account was technically theirs at that point and they need to approve it, so it's just faster to have them make the request).

 

I'll pass this on to someone that might be able to help. In the meantime, if you have ticket numbers related to this already, reply back here with them and one of the Dropboxers might pick up on it (remember, this is primarily a user to user support forum, and not an official Dropbox support channel).

View solution in original post

Highlighted

Re: Client Accepted 1 Folder and his entire dropbox was transferred to his client's biz acct

Explorer | Level 4
That was the best explanation we have received in 23 DAYS.

Ticket #'s : #7123083 (this is the main one from the client)

How is that possible? He gave complete ownership of his entire DB? That is insane.
Highlighted

Re: Client Accepted 1 Folder and his entire dropbox was transferred to his client's biz acct

Explorer | Level 4

Ticket #7123083

That was the best explanation we have had in 23 DAYS! How is this possible??? That our client would give his ENTIRE DB to someone else? This kid Luca who has had this for 23 days is nice enough...but no solution for 23 days is beyond insane.
Highlighted

Re: Client Accepted 1 Folder and his entire dropbox was transferred to his client's biz acct

Super User II
Super User II

Just a quick note... I've heard that this has been sent over to the team responsible for Business accounts. I won't hear anything further since it's account related. Good luck.

View solution in original post

Highlighted

Re: Client Accepted 1 Folder and his entire dropbox was transferred to his client's biz acct

Explorer | Level 4

Thank you.  Appreciate your insight. 

Highlighted

Re: Client Accepted 1 Folder and his entire dropbox was transferred to his client's biz acct

Dropboxer
Dropboxer
Hey @fused180

I have checked on your case, and I can tell you that it is being handled by an agent and an account specialist. They will be in touch with you as soon as possible. 

Thanks for your patience! 

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


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Re: Client Accepted 1 Folder and his entire dropbox was transferred to his client's biz acct

Explorer | Level 4

Thank you very much for letting me know. It has been a nightmare with this client. He is in the middle of a major legal matter and needs his files. 

 
[This thread is now closed by moderators due to inactivity. If you're experiencing a similar behavior, feel free to start a new discussion in the Find Answers section here. ]

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