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Forum Discussion
Customer Service Access Error
We have a Dropbox Business Plan with several licenses but the Dropbox customer service website incorrectly says we have a Basic plan and will not let us open an email ticket or show us the telephone ...
netsquire wrote:
Well, it looks like Dropbox fixed the problem. All the support options are back.
It appears so. This wasn't an issue specific to you. If I had to guess it was affecting everyone (multiple accounts for me, plus others that I know of) and I brought it to Dropbox's attention this morning and they had someone working on it. I'm on a Professional plan and it was showing Basic for me as well.
I have the same issue - July I was in contact with Dropbox on the chat, but that option has dissapeared and there's no way of contacting Dropbox. What company gives 0 option for contact??
I can't seem to reach support anymore. My account is a Team admin and in Billing I see we're still at Dropbox Standard (click on avatar > Settings > Plan) which is supposed to include live chat and phone support during your local business hours (9:00am–5:00pm, Monday–Friday). During business hours local time I go to https://www.dropbox.com/get_help. Here it says:
Your support optionsYour basic plan includes access to our Help Center, Community and Dropbot. Unlock more support options with our premium plans.
Are we on Basic or Standard? How do I get support!? Is anyone else having trouble getting support today?
- Nancy
Dropbox Staff
Exactly, I should be able to, but I'm not, and without any support from DB, then I can't even contact them to find out why they are not offering me support when I'm paying.
- Rich
Super User II
vvsstein wrote:
Exactly, I should be able to, but I'm not ...
There seems to be a problem with the Support page. I'm logged in to my Professional account but the Support page is reporting that I'm a Basic user, and only shows the support options available to a Basic user.
This is showing on multiple browsers (cache cleared), on multiple computers from two different locations/ISPs.
Edit: I've notified someone within Dropbox. They're looking into it.
I contacted another admin in our org and she's seeing support options at the Dropbox support page. It looks like the problem is just with my account. This is a problem because I'm the primary admin and I really don't want to be bothering other people to get to support.
I'm lucky that we had another admin. I've worked with my colleague to open a support case on my inability to reach support from my account. This is really poor support if I can't even get help when I need it.
- Rich
AAN-cit wrote:
I contacted another admin in our org and she's seeing support options at the Dropbox support page. It looks like the problem is just with my account.
I had the same issue with my Professional account, a Business account that I'm an admin on, and I know of other people that had the same issue as well.
It appears to be fixed now so I'd try it again. Make sure you're signed in to your Standard plan and visit the Support page again. You may need to clear your cache/browsing history if you don't see the correct options right away.
I've been on a paid plan for years (Plus), got a message yesterday that I was downgraded to Basic (not sure what happened there). Consequently, I can't access customer support for help with this problem. Desperately need my Plus account back and I've exhausted all avenues available to me for assistance.
