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Forum Discussion
Contacting Dropbox
Hello All!
I have had a Dropbox account for over ten years. I knew it to be only ONE account that I have been paying $11.99 per month.
I know there are many pictures and videos there. But, I have not logged on until recently because I have not had the need.
When I JUST logged on (on a MacBook Air) for the first time in over a year yesterday, ALL of the pictures and videos are not there. There ARE a VERY few files of documents that I do recognize as being mine.
I decided to logon using my iPhone, and see the same results. BUT, I did notice that the account type is listed as "Dropbox Basic Free." I am now thinking and hoping that there is somehow TWO accounts; the one with very few files, and the one that has all of my pictures and videos that I have been paying $11.99 a month for MANY years.
HOW do I get in contact with someone at Dropbox to help me with this?
The phone number of [email removed as per Community Guidelines] yields a bysysignal and is the only one I can find at Dropbox or Google for contacting them.
Also, The user interface seems nothing like it used to be for me. Maybe because of the FREE vs $11.99/month account environment?
PLEASE someone.....HELP!
Thanks!
Tim
Hey TimFinnegan, let's jump right into this!
There are two scenarios here that I'm thinking about: one being that you opened a new Basic account, after your previous account was deleted due to inactivity, or that you currently have two accounts.
Do you still get charges for the account in question? May I ask how you had upgraded your account in the first place? Was it through an app store on a mobile device or via the website directly perhaps?
If it's the latter, you can try using our self served look up tool to identify the email address that's associated with the charge(s) for your upgrade.
Keep me posted, and we'll take it from there!
- Megan
Dropbox Staff
Hey TimFinnegan, let's jump right into this!
There are two scenarios here that I'm thinking about: one being that you opened a new Basic account, after your previous account was deleted due to inactivity, or that you currently have two accounts.
Do you still get charges for the account in question? May I ask how you had upgraded your account in the first place? Was it through an app store on a mobile device or via the website directly perhaps?
If it's the latter, you can try using our self served look up tool to identify the email address that's associated with the charge(s) for your upgrade.
Keep me posted, and we'll take it from there!
Hi Megan!
FIRST, thank you for responding as soon as you did.
Hey @TimFinnegan, let's jump right into this!
Thanks!
There are two scenarios here that I'm thinking about: one being that you opened a new Basic account, after your previous account was deleted due to inactivity, or that you currently have two accounts.
I do not remember opening ANY other Dropbox account other than my original with the pics and videos that currently do not appear. But, MAYBE I inadvertently did? Please tell me if you see that and when it happened!!! WAS my "previous account" deleted? If so, WHY? I have been paying $11.99 per months (and STILL am!!!) for many, many years. AND, I thought one of the features/benefits of Dropbox was for safe and secure storage of these files! Yes, maybe I do currently have two accounts. I am hoping and counting on that being the case so that I can be assured that all of my files are there and retrievable. We need to get to the bottom of that, please.
Do you still get charges for the account in question? May I ask how you had upgraded your account in the first place? Was it through an app store on a mobile device or via the website directly perhaps?
Yes, I still "get charges" for the ONLY account that I am aware of me having. $11.99 per month for many, many tears up until this very moment. I unaware of having "upgraded", but maybe I did. Please research that for me, too.
If it's the latter, you can try using our self served look up tool to identify the email address that's associated with the charge(s) for your upgrade.
I used this and the result is that the "account e-mail"[email removed as per Community Guidelines]. But, AGAIN, I am unaware or not remembering any "upgrade" that I initiated.
PLEASE call me to resolve this. Typing back and forth is REALLY hard. [Phone numbers removed as per Community Guidelines]
Keep me posted, and we'll take it from there!
Thank you!
Tim Finnegan
- Mark
Super User II
ARGH!! NEVER EVER EVER post phone numbers on here TimFinnegan - that is a SURE FIRE WAY to be scammed and hacked. Its a public forum and ANYBODY can access it!! Note that Dropbox does not have phone support. You wont get a call from Dropbox!
As the card look up said you upgraded that account log on to it and cancel the payment. If you dont know the password use www.dropbox.com/forgot. You can then also contact support once logged in.
