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Forum Discussion
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 for me and my team. The reason may have been an expired credit card, even though my subscription should run through February 2025.
Does anyone know how I can get back into my business account?
Best Gareth
- Hannah
Dropbox Staff
Sorry to hear about this, gareth harding.
When you renewed your account in February, is it possible that you paid for monthly and not yearly billing?
If you look up the payment here, does it bring up the email address of the account you're currently signed into?
Let me know and we'll go from there.
Thanks for getting back.
I renewed for a year.
Team: Clear Europe
Transaction ID: Y2636TJCBM5F
Amount: €360
Licenses: 3
Account space: 3072 GBIt's very urgent I solve this problem, so if someone could phone me that would be perfect. I've put in several requests by form and bot. In Belgium, so am tomorrow best.
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
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
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!
