Family Plan Invite: 'An error occurred'

[OTFM-BC]

Greetings, all! I've been through the community posts, Googled, searched Reddit, etc....no luck so far on this one. I've received an invite to a Dropbox Family Plan, but when I try to accept the invite using the "Join" button, it gives me a vague exception at the bottom of the screen: "An error has occurred. Please contact your family manager for help." But I'm on the phone with my family manager, and he doesn't see anything useful on his side.

I've gone through the Troubleshooting on the help site (https://help.dropbox.com/plans/troubleshoot-family-plan), but none of those things seem to apply to my account or this situation. I've tried multiple browsers, with/without VPN, cleared cookies, etc. No joy. 

Ideas?

[Hannah]

Hey @OTFM-BC, thanks for bringing this to our attention.

Can I email you, so we can look into this internally perhaps?

Thanks.

[OTFM-BC]

Yes, of course! I've tried a few more ideas since posting, and I'm still getting the same error. I'm assuming you can message me directly via my profile, but please reply here if not. Thanks!

[Walter]

Hey @OTFM-BC, sorry to jump in here, but have you asked your family manager to delete the invite and re-add you to the family account anew?

If you did and still get the same error, please send us a screenshot so that we can have a visual too. 

[OTFM-BC]

You're *completely* welcome to jump in here! But yes, we did delete the invite and recreate it - at least once. And for the second one, I logged off Dropbox completely, cleared cookies and cache, then launched the tab with the invite URL directly from the email, so the login and cookies would be fresh. No joy.

Screenshot attached this time, annotations mine.

@Walter @Hannah 

[Megan]

Hi @OTFM-BC, happy Tuesday! 

I just sent you an email, and I'd be happy to continue troubleshooting with you there.

Cheers! 

[xiki]

I opened a Dropbox family plan and I have the same problem, when I invite a member account, I always get an error. I think it's a plan problem, because the web page shows that my existing plan is Dropbox basic, but I actually have 2T of storage space

[xiki]

[OTFM-BC]

Interesting. Mine definitely isn't giving me the 2TB, but I'm not the plan owner. Hmm.

New twist here, though: I think we've eliminated browser issues. I just tried it via the mobile app and got a slightly different message but the same result. Unfortunately, I don't see a way to upload a screenshot from mobile, so I'll add that later when I get back to the laptop. But on Android 12 it took me from the invitation email into a sign-in screen, and from there to the page with the "JOIN NOW" button. But then it gave me a pop-up box that says "INVALID REQUEST - Try again or contact support for more info."

[Megan]

Hi @xiki, you've got an email from me, in order for us to look into this closely. 

See you there!