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Why did I receive an email that my files will be deleted?
Dropbox Advanced Plan (Unlimited) Question or Issue Hello Dropbox Community and Support Team, I am writing this post out of genuine concern and urgency, hoping someone from Dropbox can provide clarity, accountability, and a viable resolution. I was a long-time user of the Dropbox Advanced plan, back when it offered unlimited storage. At the very beginning of my Dropbox journey, I asked Dropbox Support one very specific and critical question: If I use Dropbox for years and end up storing a large amount of data (for example, 50TB), and later decide to stop my paid plan, what happens to my data? Will it be deleted, or will it remain safe on my account? I was clearly told by Dropbox Support that: All the data I had already uploaded would remain permanently on my account My data would not be deleted as long as my account remained active The only limitation would be that I would not be able to upload any new data This was a fair and reasonable policy, and it was a major factor in my long-term trust in Dropbox. Discontinuation of Unlimited Plan & Reconfirmation from Support When Dropbox discontinued the unlimited storage plan and moved to per-terabyte pricing, the cost became completely impractical for a personal user with ~50TB of data. Before making any decision, I again reached out to Dropbox Support to reconfirm what would happen if I chose not to continue with an active paid plan. Once again, I was explicitly told: My existing data would remain safe My data would not be deleted As long as my account stayed active, Dropbox would retain my files This was escalated and reconfirmed by higher-level support in March 2024. Sudden and Alarming Deletion Notice Now, completely out of the blue, I received a notification stating that: My data will be deleted by January 30, 2026 I am required to reduce my account usage to under 2GB This is extremely alarming and directly contradicts multiple written assurances I received from Dropbox Support over the years. My Concerns How is this allowed? This is the exact scenario I proactively asked about—multiple times—and was clearly assured would neverhappen. How am I supposed to download 50TB of data? Even with fast internet, downloading this volume of data within a limited time window is unrealistic, costly, and technically challenging. Why is Dropbox not standing by its own commitments? Trust was built on explicit support assurances. Changing this retrospectively puts long-term users at severe risk. What I Am Asking For A formal clarification from Dropbox on why previous commitments are no longer being honored An exception, grandfathering, or alternative solution for legacy unlimited-plan users like myself At the very least, a realistic and humane transition path that does not put decades of work and data at risk This situation is extremely stressful and disappointing for someone who trusted Dropbox for years as a long-term data archival solution. I sincerely hope someone from Dropbox can step in, review my case, and provide a fair resolution. Thank you for taking the time to read this. I look forward to a response. — A long-time Dropbox user and supporter
I'm concerned about what will happen to my files after downgrading my account
Hello Dropbox Community Team, I’m writing to raise a serious concern regarding a written assurance from Dropbox support that now appears to be contradicted. At the time of using Dropbox, a Dropbox support assistant confirmed via email that I had unlimited storage for life, and that even if I changed plans in the future, my existing files would never be deleted. Over time, the cost of the newer plans became ridiculously expensive and simply not affordable for me. However, based on Dropbox’s assurance, I believed that at the very least, my existing files would remain safely stored on the platform, even if I could not continue on an upgraded plan. I’m now facing a situation where: My plan has shifted from unlimited to limited storage I’m receiving warnings about storage limits My files are being deleted or are at serious risk of deletion This directly contradicts the written assurance provided by Dropbox support and puts important personal and professional data at risk. I’m not asking for additional storage or new benefits — only that the files already uploaded under the original promise remain intact, as explicitly communicated by Dropbox. I respectfully request: Immediate protection or restoration of my existing files A clear explanation for why the earlier assurance is no longer being honored A fair resolution that respects the commitment made by Dropbox support I would appreciate this being reviewed and escalated by a Dropbox moderator or support representative. Thank you for your time and understanding. Chirag
Warning - Long-Term Dropbox Unlimited Customers: Retained Legacy Storage Can Be Removed
I’m posting this as a warning to other long-term Dropbox business users, particularly anyone who originally had Unlimited storage and was later migrated to a paid tier with retained legacy storage. This is not a rant. It’s a factual account of what happened to me, so others can assess their own risk. Background I was a long-standing Dropbox Business customer on an Unlimited plan. When Dropbox discontinued Unlimited, I was explicitly told that: My existing storage usage would be retained My account would continue functioning as before My monthly cost would increase to reflect the new structure My price went from roughly £70/month to £154+/month, which I accepted in order to keep my storage and business workflows intact. Over time, I built my business around this arrangement and stored ~56TB of client data, some of which I am legally required to retain. What went wrong Recently, my bank temporarily declined a payment after flagging Dropbox as a potential fraud risk. This caused a brief, unintentional billing interruption. Important points: I did not cancel my plan I did not request a downgrade I updated my payment method as soon as I became aware However, during that short interruption: My account was downgraded When I re-upgraded, I was placed onto the current Dropbox Advanced plan My previously retained legacy storage was permanently removed My account now shows a 30TB limit, despite already having ~56TB stored. Dropbox’s position (in their own words) Support confirmed the following: I was notified that my account would be downgraded I was not notified that retained legacy storage would be permanently lost Once downgraded, legacy storage “no longer exists” and cannot be restored There is “no room for escalation” because the features are no longer offered The only option is to pay substantially more for additional licences or storage add-ons In short: A temporary billing issue permanently removed storage that I had already been paying a higher monthly fee to retain. Why this matters to other users If you: Ever had Unlimited Dropbox Were told you could retain your existing storage Are now paying more under a newer plan Store large volumes of business or client data Then your storage is not safe in the way you may assume. Based on my experience: A billing interruption (even involuntary) Can trigger a downgrade Which can permanently remove retained storage With no restoration, review, or escalation available Even if you immediately fix the payment issue. Key takeaway This isn’t about asking for free storage or legacy features. It’s about undisclosed consequences: Being warned about a downgrade is not the same as being warned that previously retained storage will be permanently forfeited Especially when customers have already accepted significant price increases to keep that storage If you rely on Dropbox for large-scale storage, I strongly recommend: Keeping multiple backup copies Reviewing your exact contractual position Understanding that “retained” storage may not survive plan interruptions Why I’m posting this I’m sharing this so other users: Aren’t blindsided the way I was Can make informed decisions Can assess whether Dropbox is still safe as long-term business infrastructure If you’re in a similar position, I’d genuinely like to hear your experience.
I contacted support for a refund but was refused - how can I get one?
Has anyone been able to successfully request a refund for an annual subscription billed without noticed? All I want is to switch to monthly billing. Customer service refused. I also contacted my credit company and they said they can't do anything because I didn't cancel the service. I certainly will now and am switching to another method for managing files.
I'm trying to cancel a Plus plan, but all I see is a Dropbox Basic account.
I am helping my mom with cancelling a number of recurring subscriptions and the most difficult one has been this drop box account. I keep cycling through how to cancel a dropbox account trial/account but nothing is working. There is no billing history in the account and the subscriptions page says she is on dropbox basic online. she is charged via card and gets an annual email with the last email saying: "our subscription will renew on August 24, 2025, and you’ll be charged $130.01 on that date and again each year, until you cancel. If you’d like to cancel your subscription, access your account settings You may also contact support at any time." but when I click the apps it send me on a goose chase. HOW CAN I CANCEL? Dropbox Plan Dropbox Plus account Payment Method Card How did you upgrade? I believe she did directly through the Dropbox website Question or Issue I want to cancel immediately. See screenshots below:
How can I downgrade your plan to the Dropbox Plus account with 1TB of space?
Dropbox Plan: Plus Payment Method: Card How did you upgrade? Dropbox Website Question or Issue Dropbox Plus 2TB Acct: How do I downgrade to the standard Plus 1TB account? I added 1TB 3 yrs ago, but I never need more than 150Gb. Easy to upgrade, or cancel, but I have found no Downgrade option.Erroneous charge despite paused subscription
Dropbox Plan Basic (downgraded from Teams) Payment Method PayPal How did you upgrade? Didn't. Question or Issue I paused my Teams subscription in October (don't want to pay $600 for 3 licenses when I only need one - way to rip off solo medical providers, Dropbox). Today, I had a charge through my PayPal account for $199. Why was this charged when I paused my subscription and currently only have Basic through my personal account? I cannot enter info through the billing info request form since it requires credit card info (see: Paypal), and of course it's impossible to talk to a real person since I downgraded.
