How can we speak to someone at Dropbox?

[Shauna Sanheim]

How do we get to speak to a live human being at Dropbox?

[Megan]

Hi @Very_Upset, sorry to hear about that! 

I'd be more than happy to help. Feel free to let me know more, about the situation you're facing. 

Thank you! 

[daddix55]

Yes. I upgraded my account which was under my company email address, which I am now retired from. I received my payment receipt to my personal email on the upgrade from Dropbox, but all correspondence states I'm out of space. I cannot lose the files on my computer or all the photos I upload from my phone. I tried editing my personal email address, but was told it was in use? The 2 email addresses that could be referenced are below. 

[removed] - current and permanent address

[removed] - no longer used 

[personal information removed per the Community's Guidelines]

Please help me correct this so my payment is applied to my current email, but preserves all Dropbox stored data from my past email.

Thank you.

[Jay]

Hi @daddix55, as this is a new username, this means you're signed in under a different Dropbox account, which user were you previously?

Could you check which email is currently signed in on this page? Are the payments associated to that account according to here? 

Currently, it isn't possible to transfer payments from one account to another, nor merge two Dropbox accounts.

[Jtremel]

I don’t understand how this is acceptable in this life. To only give support for a business to people who are paying more fees. You’ve completely lost me as a customer. I spent $12 on a fax, and have been sitting here for almost 2 hours with no confirmation of it being sent, and it’s showing trilling. No movement. Is anyone going to be giving me a refund or should I take matters higher?

[Megan]

Hi @Jtremel, sorry to hear about that!

Have you tried to contact Dropbox Support directly for this?

You can visit the Support page while you're not signed in to a Dropbox or Sign account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

Let me know more! 

[Jtremel]

Is there a way you can just help and see what’s going on? It says it was sent, but that little thing next to it is trilling like it’s thinking. Why isn’t this going through and processing??? I have had this issue ALLLLL day with multiple platforms. I’m just pissed

[Megan]

Hey @Jtremel, I'd be happy to help! 

Usually our system will send you a confirmation email within a minute or two of your transmission's completion letting you know it finished, or if it failed, and why.

If you check your inbox, are you able to locate any emails there? 

As for the trilling, would you mind sending me a screenshot, please in order for me to have a visual? Just make sure none of your personal info is shown there. 

Thanks a bunch!

[Jtremel]

There are no emails from Dropbox, I have kept checking just in case since I requested a copy be sent to me. I don’t think there’s a way to send a photo? It’s basically like when you submit something and then the system starts thinking. I don’t know how else to describe it but it has not given me any confirmation and I’ve spent $12 already.

[Jtremel]

Thanks for your help. Looks like the fax was finally sent. Sorry for the freak out and thanks again. You handled it well. Have a good night

[Megan]

Awesome news, and don't worry at all @Jtremel!

A little Thursday freak-out happens to the best of us. 😊

If you need anything else, let us know!