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Problems with Dropbox account - can't access files

Explorer | Level 3

Hi All,

I've been having issues with my Dropbox Plus account for weeks now.

It started when I was prompted to upgrade to buy more memory as it said the account was full. Then when i tried to upgrade I kept getting error messages 'sorry we're having a problem, try again later'...two weeks later and I still can't upgrade.

But now I also can't access my files, i can see all the files I worked on last week but with error messages 'Sorry, Word can't read FULL FILE NAME'

Does anyone have thoughts on how to resolve this and access my files?? 

Thanks so much 

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3 Replies

Re: Problems with Dropbox account - can't access files

Dropboxer
Hey @MW_1972 ,  sorry to hear that you’re facing an issue accessing your files in Dropbox. 
 
For starters, the billing issue you’ve described us can only be resolved through our Official Support channel. I’ve located your open request on our system & I’ve increased your priority internally to help expedite matters on my side. 
 
As the two issues you’ve described may be connected, I’d suggest continuing with the team specialist that’s currently handling the case, since they can see if the missing files are still on your account or they’ve been accidentally moved/ deleted. 
 
Please let me know if you need further assistance from me in any way & I’ll follow-up soon. Thanks! 

 


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

 

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Re: Problems with Dropbox account - can't access files

Explorer | Level 3
Hi Jane,

Yes I’m sure the two problems are related. But since it takes 3+ days to even get a response, and since these issues started more than two weeks ago I wanted to see if anyone here has an answer.

I am truly stunned that after two full weeks as a paying customer that nobody at Dropbox has resolved this situation or even prioritized it. At this point an expert should be picking up the phone and calling me to get this fixed immediately. Lousy customer service!!
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Re: Problems with Dropbox account - can't access files

Dropboxer
Sorry to hear that this has been troubling you more than expected @MW_1972; I understand that this isn't ideal.
 
While scheduling outbound calls isn’t currently a Support option, you can review what’s available to you/your current plan if you visit our Support page. 
 
I could see that you’ve also called in to my colleagues shortly after you posted us here & they’ve been actively working on that with you since then. Your case has already been prioritized on our system & they’re currently investigating, in order to address your account-specific inquiries, so you may count on this communication moving forward. 
 
I hope that you reach resolution on this issue soon & please let me know if you need further assistance from me in any way. Thanks again! 

 


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

 

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