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Amy's avatar
Amy
Icon for Community Manager rankCommunity Manager
2 years ago

Get support for your paid Dropbox account

Obviously, you know that we (the Dropbox Community forum) are always here for you. No I mean it, we’re here 24/7, but of course, there are other ways to get support too. Check out your options below, or ask us a question and we will do our best to direct you to the right spot.
 

Getting support on a Dropbox Basic plan: 

 
You’ve seen us talk about the many benefits of Dropbox Basic before but when something isn’t working quite right, you can get help:
 

Getting support for your paid Dropbox account

 
If you need more support than that, and you are on a paid Dropbox plan, you can also access priority email support. With email support, you can expect an email response from support within 1 business day (Monday–Friday).
Users on the Enterprise plan can expect a response from email support within 1 hour, any day of the week. Live chat and phone support are also available during your local business hours, 9:00 am – 5:00 pm.
 

How to receive support in your preferred language

 
Help isn’t help if you can’t understand it - so make sure you can access support in your preferred language, so here’s what you need to know. All Dropbox customers have access to support in English. Depending on your account type and location, support may be available in French, German, Japanese, Portuguese, and Spanish. Sign in and visit dropbox.com/support to see your language options. 
If your language isn’t listed at dropbox.com/support, you can send an email or start a chat in your preferred language, and you’ll be routed to the appropriate team. 
 
And if that doesn’t make it clear, you can check out this table to see how you can best get support, check this out.
 
Dropbox Support table

 

So, we hope that answered your questions about getting support, but if not, tell us about it in the comments below! 

Dropbox Basic
Dropbox Family
Dropbox Plus
Dropbox Pro
  • abo8's avatar
    abo8
    New member | Level 2
    2 months ago

    Without another link, what is the email address to support for a paid account? There is no email or ticketing service on the page linked to in this article. I am being charged $120 for a Plus account, which I signed up for years ago. When I go to Manage Subscriptions in Dropbox, it shows my account as Basic (free).

    • Rich's avatar
      Rich
      Icon for Super User II rankSuper User II
      2 months ago
      abo8 wrote:

      Without another link, what is the email address to support for a paid account? There is no email or ticketing service on the page linked to in this article.

      There is no email address. All support options available to you can be found on the Support page. If you have a paid account, you need to be signed in to it see the options available for a paid account.

       

      I am being charged $120 for a Plus account, which I signed up for years ago. When I go to Manage Subscriptions in Dropbox, it shows my account as Basic (free).

      Could you have more than one account? Use the credit card charge lookup tool to identify the account that you're paying for. If you recognize the account, sign in to it using that email address.

       

      If you don't recognize it or are otherwise unable to look up or sign in to the account, you'll need to contact Support directly. To contact Support, 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.

       

About Plans and Subscriptions

Ask the Dropbox Community for help if you have questions about your Dropbox plan or subscription. Find solutions and share advice with members.

Need more support

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!