Support issues + Payment option disabled

[Karim Bizid]

Hi all,

Dropboxuser for a long time, but honestly a littlebit dissapointed in my search for support.

A few weeks back I was able to live chat with support, but that option seems gone.

On the support page I only get a community option, while the table show I should've been able to both live chat

and have acces to prioritymail with my plus account.

After 20 minutes of browsing I keep ending up with "Community" as the only option.

Hope you guys can help me in this manner:

For a long time my Dropbox plan has been billed via a SEPA incasso directly from my bank.

This is my preffered way of paying since creditcards are not that common and a bit of a struggle here in Europe.

After I have been away from Dropbox for a little while I suddenly don't have this option anymore.

I've contacted the supportchat about it a few weeks back and they've emailed me back with some tips on resetting my browsers cache.
This turns out to not be the issue.

I have found out that when I log out and try to create a new dropbox account with a plus plan the iDeal option (which initiates the SEPA Incasso) is actually there.

It seems like it has been disabled on my account or someting.

I have tried multiple browsers, have switch languges back and forth and what not..

Really have been fiddeling with this for a while.

Any ideas?

[Walter]

Hi @Karim Bizid  - sorry to hear you're having issues with this.

Could you please let me know what plan are you on at the moment and send me a screenshot of what's troubling you?

Any additional information is more than welcome!

[Karim Bizid]

Hi Walter,

The support issue is that I didn't had any of the support options that now suddenly appeared on the "Contact Support" page.

I was only able to contact support while it should've been possible to either live chat or email with my Plus Subscription.

At the moment of writing this it suddenly appeared.

The original issue I have is however not yet resolved:

My issue is that I am not able to use the European SEPA incasso payment option anymore whilst it IS availible in when I logout

and create a new account.

It seems like it has been disabled or something.

[Megan]

Hey @karim Bizid, let's see what we can do about it! 

You mentioned that you've contacted our support team. Can you provide me with a ticket number from your communication with them? 

Also, can you check your plan page as Walter pointed out, and check your account's subscription, and the billing method currently used? 

Thanks!