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Forum Discussion
I was just charged for a renewal but don't know which account it's for
How can I speak with a live person about my plan(s)? I just received renewal and I need to know what plans I have as I'm unable to log in to an account that is tied to a company that I'm no longer ...
Hannah
Dropbox Staff
Dropbox StaffSorry to hear about your experience, GLDavis.
Is it possible that you missed any of Rich's suggestions on how to submit a support ticket to our team?
Here's what you need to do:
- Open a private browsing/incognito window and go to this page.
- In the "I want to look up information related to" section, choose "other" and type in an email address you can access.
- Fill out the rest of the form.
- Click "submit".
Yes, Hannah, I saw Rich's reply. I have taken another avenue with getting my issue resolved since every road I took on Support or Help ended up getting me nowhere. Also, I looked up the BBB and saw many other similar complaints as mine. The process to get resolution with Dropbox is very disheartening and frustrating and appears that my same concerns are shared with many, many others. I'm not even happy to share my frustrations on this open community. I'd much prefer having a private conversation with a single point of contact. I've simply never seen anything like this before. Very disappointing and frustrating. Thank you and Rich for trying to help, though.
- Hannah
I do understand where you're coming from, GLDavis.
Rest assured that your feedback and comments have been passed along to our team already.
Indeed, the support options depend on one's account type, but I'm happy to see that you are in the process of resolving this.
If you need anything else, don't hesitate to let us know.
Thanks, Hannah, but I would think that being charged $120 annual fee is a type of account that comes with access to support. Again, I have an account that I am NO longer able to access or receive communication about because it is associated with a company e-mail address that I no longer am with or have access to. That is the issue and I am not getting support from Dropbox.
- Mark
Super User II
09291407 wrote:
Thanks, Hannah, but I would think that being charged $120 annual fee is a type of account that comes with access to support. =
It does - if you pay, regardless of a plan, you can access paid support. But you must be logged in to that account to get it. Dropbox upgrades don't benefit other accounts in any way.
If you cannot access the email follow https://help.dropbox.com/account-access/lost-email-access
Its very unlikely you'll get access back but they should be able to stop future payments
