Can we get faster support about a customer's deleted account?

[Boatanic]

A customer with a business plan are unable to log in, or even access the support, due to a "deleted account", and will have to wait 1-2 business days for a answer from support... are there no quicker way to talk about account problems with dropbox?

Best regards,

Robin

[Nancy]

Hi @Boatanic, and thanks for your post. 

Do you have the ticket number from their support request, by any chance?

Let me know.

[Boatanic]

Hi Nancy, thanks.
As the account was deleted they cannot reach support, it is not possible to log in. How can we go forward?

[Boatanic]

Hi again Nancy, I learned they got a ticket number after all: #24263509

Sorry, my mistake. 

[Nancy]

No worries, @Boatanic. I’ve located the ticket in our system and left an internal note, so that our team may get back to your customer as soon as possible.

[Boatanic]

Thank you Nancy, much appreciated!
Best regards,
Robin

[Boatanic]

Hi Nancy,
Thank you for your help with our problem, we got a response from the team, but nothing more after that.
I’ve sent status requests and asked what we can do, but have got nothing in return.
This is a business account that has been hacked and deleted 48+ hours ago, and we need urgent assistance, most urgently to get the files back.
What can we do?
Best regards,
Robin

[Walter]

Hi @Boatanic - thanks for the additional information on this.

At this point, I'd recommend waiting for update on your ticket from our expert who's looking into your case.

They'll be getting back to you soon, but please let us know if you have anything else to ask or add in the meantime, Robin. 

[Boatanic]

We have now been waiting since 18 sep. 2024 1:26 fm GMT−7 when we filed the initial support request for the hacked and deleted business account with 14 paying business users (more than 2000 euro annualy). We got an initial response on 18 sep. 2024 12:21 em GMT−7, which we responded to, but have not heard back from the support team since.

Is this in line with dropbox support policy?

[Nancy]

Hi again, @Boatanic. From what I can see, our support agent just replied to the ticket, so you can let your customer know, as well.