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Forum Discussion

gareth harding's avatar
gareth harding
Explorer | Level 3
3 months ago

Business account gone - I got locked out and the account got downgraded

Hi For years I've had a Dropbox business account and last renewed in February for three members.  But today I was locked out of it and my plan reverted to basic, meaning nowhere near enough data ...
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EileenWembley's avatar
EileenWembley
New member | Level 2

Hello, I am interested to know if your problem was resolved. I have had the same happen to me today. I paid for an Essential subscription and paid the annual amount on 23/02/2024 so my subscription is paid until 23/02/2025. Yesterday my account was working fine and I was uploading files as I have done for a number of years. Today it says my account should renew on 9/11/2024 which is an error and I never received any information on this. My account has been downgraded to 2GB in error and I cannot find a contact chat or telephone number to speak to the billing and accounts team. I hope via this forum I can get my account reinstated to Essentials until it is due for renewal again. Thank you for your help and hopefully from Dropbox too.

Eileen 

EileenWembley's avatar
EileenWembley
New member | Level 2
2 months ago

In addition on my account it shows I have Dropbox Essentials but at the same time I am "out of storage" as I only have 2GB in total. 

Thank you again.

  • Megan's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff
    2 months ago

    Hi EileenWembley, let's jump right into this!

     

    Have you tried to contact Dropbox Support directly for this?

     

    You can visit the Support page while you're not signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

     

    Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

     

    Let me know more! 

    • EileenWembley's avatar
      EileenWembley
      New member | Level 2
      2 months ago
      Many thanks Megan. I also sent a message on Messenger and have had a response so hopefully will get sorted - if not, I will get in touch again.
      Thanks, Eileen

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