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Forum Discussion

mercy_gt's avatar
mercy_gt
Helpful | Level 6
4 years ago

downgraded without consent - did not want this, now cant access support

Our company account seems to have been downgraded to personal/basic account overnight without anyone actively making this happen on our end. We do not want to downgrade.    There is a red banner ...
cancellations
downgrade
Dropbox Basic
dropbox business
Pavoke's avatar
Pavoke
New member | Level 2
2 years ago

I have a big problem!

I've been going in circles in Dropbox for more than 2 hours,

- All the contents of my Dropbox have disappeared!!!!!

- Dropbox apparently unexpectedly reduced my account from Professional to Basic!

 

I can't contact the support because

- The chatbot provides insufficient or incorrect information. It does not understand my situation.

- I cannot use priority email support and support via live chat because my account only exists as Basic.

I don't know what to do to recover all the data I have saved for years.

 

The account definitely exists and is obviously not locked! I have access.

- a few correct app links are visible in the account.

- Uploads from some apps e.g. yesterday are visible. Others only from 2020.

 

I have been using Dropbox since at least 2017 and switched to Dropbox Professional many years ago.

In June 2023, the annual amount was - as usual - automatically deducted from the PayPal account by Dropbox.

Now I realise that ALL the contents of my Dropbox have disappeared and I only have Dropbox Basic.

That can't be the case!

 

Please help me to solve the problem.

If you cannot help me yourself, please forward my request to the appropriate office. Thank you very much.

  • Hannah's avatar
    Hannah
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    Hey Pavoke, sorry to see you're having trouble.

     

    Let's see if we can figure this out together.

     

    How did you realize that your account was downgraded? After signing in on a new device for example?

     

    If so, is it possible that you signed in with the wrong login info?

     

    Do you see any payment history in this or this page?

    • Pavoke's avatar
      Pavoke
      New member | Level 2
      2 years ago

      As is so often the case, the fault is in front of the PC and not in it!!!
      I logged in with the wrong user 🙈...... and didn't notice it ..... Shame on me 😥.... The account still exists as it should .... everything is ok ... Thanks for your support ...😅

      • Hannah's avatar
        Hannah
        Icon for Dropbox Staff rankDropbox Staff
        2 years ago

        No worries at all, it happens more often than you think! 🙂

         

        If you need anything else, please let us know.

         

        Have a great weekend!

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