[Reseller] Dropbox Customer Console: Admin Access dissapearred

[LottevanHees]

Hi Community!

This is our first post. We are an IT company for Small/Medium Business and we support our customers with their Dropbox environment.

We are a Reseller of Dropbox (via a 3rd party) and that means we have a portal (Customer Console https://www.dropbox.com/customer_console/customers) where we can find our Dropbox customers. Obv the Team needs to turn on "Reseller access" for us to access their Dropbox Team, but once turned on, it should work for quite a time. 

In this console we should be able to click on a Team and access their Dropbox environment as an Admin so we can update licenses, add/remove users, and help with their folder-infrastructure. It works great - IF it works. 

I've been working with Customer Console for a while, but most of the time there are a lot of bugs/issues. To create a ticket about this, I have to sign in into the Dropbox Partner Portal (https://portal.dropboxpartners.com/s/login/?language=en_US&startURL=%2Fs%2F&ec=302) where I created an account a few years ago, but I can not login, no matter how hard I try. Its seems to be bugged as well. That's very frustrating when there are Renewal dates due, or an employee has been dismissed immediately. I need to contact our customer and ask them to make some changes or I take over the Team Admin's device in a remote session and we'll walk through it together. It feels and looks terribly unprofessional.

It gets worse: when a specific Team has issues (for example with lost files, back-up, or the Dropbox app that Dropbox Support might be able to solve) I need to create a ticket within the Dropbox Team itself. Let's say the Admin Access works: I login into that specific Team, go in the left menu to "Help" and start chatting (fastest way). This page refreshes every 5 seconds. I am not overreacting. I can't tell you how frustrating that part is 😂 So after typing a few words, I need to stop, wait for the page to load, continue typing (sometimes I need to start over because the sentence is gone) and hopefully send out the issue. They ask questions you know, its a chat, and with every answer the above situation keeps doing its thing.

I can't create an email-ticket since they will be contacting us per email, and here comes the fun part: we don't have access based on an email address... We have access via a distributor (3rd party). So wherever they send the email to, we will never receive it. We don't even know what email address they see. We don't see an email address. They don't understand how we have access or what email address is used for this situation... Like.. what??

I have to explain per chat that we're a reseller (and give them our support email address so we can receive that email, which sometimes they get suspicious which I understand) but as mentioned above, I am not having a great experience (to say the least).

Well. If you're still reading this, thanks.

Why I originally came on this page for: as explained, I should be able to access different Teams in the Customer Console. Because they turned on "Reseller Access" within their Team.

I can't access a Team anymore. Its not just one Team, its about 99% of all Teams. A while ago we had the same thing, but my thoughts were "We need customer approval again" which I think is very normal and security related. So, I've been requesting permission to all of our Teams again, emailed them seperately, explained what has happend and what they'll need to do, and there is that. Everything was fine.

But now, a few weeks/months later, it happened again. And even worse: last week I requested Admin Access to a specific Team, and since it was urgent, I contacted them right away to tell them what they needed to do and why. So they did. I had access. It has been ONE week. Admin Access is gone again!

Why? What happened? And why can't I find ANYTHING on the whole wide web about this problem/console/Admin Access???

One more thing: We have one NGO/Non Profit Team as a customer, their renewal was on the 18th of June 2023 that still has not been renewed. We have 15 days left to renewal for another year, but can't make changes to their licensing as the renewal from previous year has not been processed. Its awkward.

Looking for answers and solutions. Dropbox is a wonderful and great product, but it needs a lot of improvement on support for resellers.

[Nancy]

Hi @LottevanHees! Thanks for posting on our Community and I’m sorry to hear about your experience so far.

Since we don’t have account visibility on the forum, I’m afraid you’d need to get in touch with support again, so that they can troubleshoot this further. 

However, as you mention there’s an issue when trying to log into the Partners portal, have you tried emailing them to partners@dropbox.com directly? Do you receive a reply, when you do this?

Finally, for the times when you have Admin Access, do you see any option to call instead of chatting instead? Are you having any issues, if you try to do this?

Keep me in the loop.

[Telxon]

I have nearly the same issue. NO access to the customer console in our Partner portal. Support has supposedly been working on getting us access since March 12th (it's now June 5th). Still not working. 

[Megan]

Hey @Telxon, I hope you're doing well!

Do you currently have an open ticket with our Support team, by any chance? If so, feel free to send it over, in order for me to locate it on my end.  

Thank you! 

[LottevanHees]

Hi Nancy,

Thank you for your response.

I currently have a ticket open (#23835067) because I contacted partners@dropbox.com directly. Yet its not solved and I'm not getting the reset-password emails from the system, only send from a Dropbox employee manually. The manually send email has given me the option to reset my Partner password, and that works, but I can only access the Partner Portal via the link they send me. I don't see all options available on the website, and when I try to login via different browsers, I am getting the error that my login/password is not correct.

When I try to use the "Call" option, I have a less than a split second to pick-up the phone which I fail to do every time.

[Hannah]

Hey @LottevanHees, thanks for the ticket number.

Since you're already in contact with that team, I would suggest to continue working on this with them, to avoid any confusion.

If you need to add something, or have additional questions, make sure to pass it on to them on that ticket.

On my end, I passed your comments along and raised the priority of the ticket, so you'll be getting a response the soonest possible.

Have a great weekend!

[Telxon]

Hi Megan,

Yes, ticket #23447531.

[Hannah]

Hey @Telxon, thanks for the ticket number.

It looks like this ticket has been closed for a while. Do you perhaps have a more recent one?

You can always reach out to our team from this page as well.

[Telxon]

It's probably closed because they can't figure it out. That is the correct ticket number we've been working via emails back and forth. Perhaps you need to re-open the case for me? Maybe that's why we're not getting support.

[Jay]

Hi @Telxon, I'd recommend contacting the team directly from your account via a new ticket, since they would be able to locate the history of the previous ticket from there.

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system