Live chat button does not work

[kerryh]

Hello-

I have a paid personal account and the live chat button is available to me for support.  Unfortunately when I chose the button for English nothing happens at all.  Does anyone know how to use live chat?  I have tried it in Chrome, Internet Explorer and incognito, nothing.

[Walter]

Hey @kerryh, sorry to hear you're having issues with this.

Can you please clear your browser's cache and let me know if you're still getting the same behavior?

If you do, I'd appreciate a screenshot of the last screen you can get to.

Thanks!

[lbrindise]

I am having the same problem.  Google chrome.  I am signed into the Chrome browser, as I do every day.  The button is "dead" - it doesn't do anything when it is clicked.

[Hannah]

Thanks for letting us know about this, @lbrindise.

Have you tried to also clear the cache on your Google Chrome browser, to see if that helps?

[boxnewyork]

I have the same problem. I cleared the cache and it did not open. 

is there a direct link?

[Rich]

---

@boxnewyork wrote:

I have the same problem. I cleared the cache and it did not open.

---

Have you tried another browser? Also, you could test it with all browser extensions disabled as there could be something blocking it.

[jameswjesso]

Same issue.
Cleared cache, tried different browsers, incognito, etc. Problem continues.
What's going on here, Dropbox? 

[Megan]

Hi @jameswjesso, welcome to our Community! 

Do you get any specific errors when trying to contact our Support team via chat, or it simply doesn't work? 

In the meantime, you can always let me know more about the issue you're experiencing just to have a clear idea about that. 

Keep me posted, and we'll take it from there! 

[jameswjesso]

Hi Megan.
No error. It just doesn't do anything when I click on it. 

My issue is that I want to switch my billing from annual to monthly, but there is no option to do so in my settings. Even the instructions in your knowledge base are inaccurate, as what they describe does not exist. 

[Jay]

Hi @jameswjesso, have you tried emailing the support team directly by opening a ticket instead of via chat? 

Do these steps not help in changing your subscription? Where exactly are the steps not applicable for your account?