Unable to access enterprise account

[smcrow]

Our account admin is no longer with the company and I am unable to update our account settings or manage licenses for our users. I can not create a support ticket because I do not have a login and no one can accept my request as they are no longer with the company. I have been working with my account rep at Dropbox but they have not been able to assist me. Who/ how can I get this escalated?

[Jay]

Hi @smcrow, thanks for bringing this to our attention.

Do you only have that one team admin on your account, and no other team admins?

This will help me to assist further!

[smcrow]

Correct

[Jay]

Without another team admin on the account, it wouldn't be possible to make any changes on the account.

If the Dropbox account representative weren't able to assist either, then there isn't anything else additional I can offer, unfortunately.

[smcrow]

If I can't update the account with a new admin I can't add my account or update our payment method to process billing. What is my escalation? 

[Jay]

The account representative would've been the person to contact for an Enterprise account. 

Is the admin's email address part of a personal or a business domain name? Are you able to take control of that email via your IT team?

[smcrow]

I have control of the email but it has multi-authentication.

[Mark]

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@smcrow wrote:

I have control of the email but it has multi-authentication.

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You'll also need access to the multifactor then. 

[smcrow]

What are the alternatives? I need to gain access to manage users and licensing/ billing. I can't support any of our users currently.

[Nancy]

Hey @smcrow. 

Are any of the team members (not team admin) currently able to access this Dropbox account? 

If yes, they may be able to reach out to our team directly and have an agent look into this further.