Primary Email Disappeared Now I Don't Have Admin Rights

[MrsH06]

I have to be honest with you guys I am REALLY not liking Dropbox right now! I upgraded 4 days ago to this Business Account because my husband and I work for ourselves at home. We have all of our content mixed with our children's photos from 10-11 years ago along with childhood pictures and sacred documents, and I saw that I could separate the two from each other with a business dropbox account. We pay the $10.75 a month for over a year now to maintain and house all of our precious moments and business pics and vids, but now we want some structure and we don't want the kids getting into our business stuff. After sending invites to the two other email addresses we want access to this business account I log in from my cellphone to make sure the logins are correct. I try to log back in to my laptop I use for work and it says my email address which is the primary doesn't work. I get an email about my primary email address being deleted from the account and now my secondary is the primary! So I am heated because NO ONE MANUALLY WENT IN AND DID THIS BECAUSE I AM THE ONLY ONE WHO IS SETTING UP THIS ACCOUNT! I then login with the secondary and it is telling me I HAVE TO CONTACT THE ADMIN and the ONLY EMAIL ADDRESS ON FILE IS THE ONE I JUST USED! So, now I can't add emails onto this newly upgraded business dropbox account nor can I delete files and really do what I need to in order to use my dropbox professionally and personally. I have been emailing them ever since day one of this issue and I am only getting one email back every day they DECIDE to get back into contact with me and it is the same type of question which is almost condescending because they keep asking me to do THE SAME THING! TO CHECK IF I CAN JUST EDIT THE EMAIL WHICH IF I COULD I WOULD NOT BE CONTACTING THEM! The most frustrating part is that their support is so lazy that they will ONLY respond with ONE EMAIL in the day they send it, so I AM PULLING MY HAIR OUT and am SOOOO ANGRY about this service! I can't edit, I can't delete, I can't manage the account or change the account back to personal because the answer is the same which is to contact the admin! I AM THE ADMIN! lol Does anyone know a workaround besides me having to wait on dropbox to come in and fix this? I have soooo much precious content on this cloud service, and it's frightening that I have put so much faith into this service to only screw me over with their neglect! I appreciate the help and let me know if you need clarity. Thank you!

[Walter]

Hey there @MrsH06 - apologies for the inconvenience this has clearly caused so far - worry not though for I am here to help. 

As this sounds pretty peculiar would you mind if I reached out via email so we can have a more in depth view of the matter at hand and work on this together internally with all of my tools at my disposal? 

Let me know here and we'll take it from there. Thank you in advance for both your cooperation and patience so far. 

[StoryboardWKSP]

I'm having the same issue. Since migrating to dropbox business, I've lost all power to control the account. I can sign in, but only as a member. I have no admin rights. No one on the team is an admin (All members) and we can't do the work we need to do. Very frustrating as DB doesn't seem to know anything about this. I've raised a ticket on this, which has been marked as a priority, but I'm still getting nowhere with it, and to be honest, am not getting much feedback from the support team. My small business has reached a point where we can't do what we need to do without the admin rights. 

Walter, my ticket is - and I would appreciate you looking into this. Please give the situation a little kick as no one is really talking to me about it, they won't let me call (something that is supposed to be available to DB business customers - But I can't get the number without access to the admin console). I feel we may have been forgotten about here. 

@MrsH06 did you ever get any clarity/solution to this? I'm starting to look at alternative services. I'd love to not have to though. Thanks

S

[Walter]

Hey @StoryboardWKSP - sorry to hear that!

I'm currently looking into this for you and I will let you know more as soon as I have an update.

Thanks for your patience and cooperation so far. 

[MrsH06]

Hi Storyboard!

I am really sorry you're experiencing this same issue! Unfortunately, I was not able to get the assistance I needed and it went from bad to worst. The resolution they gave me is to wait until the trial expires and my account goes back to Basic Plus and then I'll be able to make changes. At this point I have already purchased a 2TB external hard drive and I am in the process of transferring all 13000+ files over. It's a pain, but I feel like this temporary solution makes me feel safer about managing my data for personal and business "the old school way" until I find a new service. I also hate it has come to this because I've been a dropbox customer for many many years and a paying one, but after too many emails to count and absolutely no resolution to something that seemed so simple is very scary! I hope they help you fix this, but for the meantime I'd invest in a disaster recovery service and the one I'm doing is a simple external hard drive until I find a trustworthy, supportive cloud service that can handle these issues when they come in a timely matter! So sorry! Best of luck to you and your business!

[StoryboardWKSP]

The mind boggles. I’ve also been a paying customer for years. I’m hoping someone sorts it immediately or I’m gone.

[MrsH06]

Just be careful if they ask you for your credit card information and zip code! I thought a representative named Fiona was finally going to help me cancel my account instead she asked for my card details and zipcode claiming to prove that I was the person I GUESS IM CLAIMING TO BE, THE ONLY ACCOUNT HOLDER, and help me get my account closed and no more charges! Nope! Instead after she said that I've proven who I am SHE STILL CANT CANCEL OR CLOSE MY ACCOUNT AND GAVE ME STEPS TO CLOSE IT LIKE IF I COULD WOULD HAVE DONE IT MYSELF! JUST BEWARE! I had to call my bank because, Fiona told me she couldn't and never explained why she needed my card information and my billing zipcode if she couldn't help resolve my issue. I am definitely worried about this company charging me again, but moreso now about credit card theft. The support is extremely terrible and they are extending out emails until they can get you on the renewal date! It's corporate greed and deception at it's best! I would've been gone a long time ago but I don't know why they can't just simply assist their customers instead of infuriating them more! I will be filing a report with the FTA! Make sure you do not give any of their support staff your card information! I am so mad they don't have a number to call!

[StoryboardWKSP]

Wow scary. So this makes sense. I’m actually on a trial for business. Have my card details for it to be charged when the trial expires which would be Oct 9th. They’re clearly dragging it out until they can take a payment. That’s disgusting. I’m going to cancel everything unless someone gets back to me with a solution by the end of today. This has been going on since Sept 8th.

[StoryboardWKSP]

Anything more on this @Walter? Being ignored by the person who is ‘looking after’ my ticket.

[Jane · Accepted solution]

Hey @MrsH06 & @StoryboardWKSP, sorry to hear about any frustration caused, let me follow-up on the matter, as my colleague isn’t at the office at the moment & I understand that you’re both expecting an update on progress. 

Now, since the issue you’re describing pertains to each individual account, I’ll treat each request separately & I’ll try explain what’s happening in as much detail as possible below. 

- @MrsH06 I’ll do my best to address some of the questions you’ve included on this discussion, though you may let me know if you’d like me to explain any of my points in more depth. Due to the sensitive nature of the matter (& because I don’t have access to your account specifics on the Forum), I could clarify any of your additional questions (i.e. if they are specific to oyur account) via email if needed. 

she asked for my card details and zipcode claiming to prove that I was the person I GUESS IM CLAIMING TO BE, THE ONLY ACCOUNT HOLDER

You may keep in mind that we provide account-specific info only to the account owner, though based on your description, my colleague had to ask you the payment details in order to verify your ownership. You may keep in mind that in case you have more than one email addresses- even if you own a specific domain- our support team can only provide information for the account connected to this specific email (for context the same info is requested on our Support page: https://www.dropbox.com/support). This aims to safeguard your account & keep your payment details private & accessible only to those that can provide all relevant info. 

Other than that, you may keep in mind that I’ve made sure to transfer your comments internally & I can see that your ticket on our system is still open, so you may reply back on that discussion should you need additional assistance on this security-related matter. I've raised your support priority internally, as I understand the urgency to you at the moment & I re-iterate taht I remain at your disposal, so please do let me know if I can be of assistance to you in any way. 

- Secondly, when it comes to your open ticket on our system @StoryboardWKSP, please note that it’s currently at the hands of our highest-level specialists & marked with high priority, so you may expect an update on that email chain. 

I hope that this brings a bit more clarity & I’m here to further help in any way I can!