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A user's personal account was deleted via business plan

Hi, now I am trying business plan trial now.

Yesterday I invited a user to my team and he joined without creating new personal account. Then I tried to remove his account from the team just to release buisiness plan license, so I removed his account on team management console.

As a result, his account itself was completely deleted!

Q1. Do I have any way to restore his account?

Q2. I need more info about what the buisiness account is. I coulnd't notice the risk to merge personal account to buisiness account.

When a users receives invite to team, he was asked wheter create "personal account" or not. If he chose to create "personal account", was his account protected completely?

Q3. Can team admin user remove a user from team without deleting the user's account? If I can't, it seems great inconvinence...

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Rich

unique wrote:
Q1. Do I have any way to restore his account?

No. You need to contact Dropbox Support and request that the account be restored.

When a users receives invite to team, he was asked wheter create "personal account" or not. If he chose to create "personal account", was his account protected completely?

When you join a business team, whatever account you join with becomes a part of the business account. The account no longer belongs to the individual, but to the business. This is why they are prompted to create a new, personal account to move their files to. The new account would become theirs and their old one belongs to the business (as that's the account they're joining with).

Q3. Can team admin user remove a user from team without deleting the user's account?

No.

Rich

ST1 wrote:
And I am all paid up for a plus account on my personal account.

Actually, you probably weren't anymore. When you join a Business account with an active Plus account, any remaining time on your Plus account is refunded back to your original payment method. You can see this refunded listed on your Payments page. This is done because after you join a Business account with your existing account, the account is no longer yours. It belongs to the business at that point. When the business decides to remove you from the team, doing so deletes the account. This is the intended behavior.

I just want my stuff back. Have posted a ticket, no answer yet.

You'll need to have the business contact Support and request that your account be restored. You can wait for a reply to your own ticket, but there are a few things working against you; 1) You're no longer a Plus or Business user, so you're basically at the back of the line. Paid accounts have priority. 2) The business will have much better support options including, possibly, live phone and chat support, and will have a much better turnaround time. 3) Whether you have the business contact Support or not, Dropbox will still need confirmation from the business that it's Ok to restore the account, since it belonged to them at the time of removal. Better to get them involved early so you're not waiting longer than necessary.

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Rich

unique wrote:
Q1. Do I have any way to restore his account?

No. You need to contact Dropbox Support and request that the account be restored.

When a users receives invite to team, he was asked wheter create "personal account" or not. If he chose to create "personal account", was his account protected completely?

Q3. Can team admin user remove a user from team without deleting the user's account?

No.

DebK

We had this same thing happen. I work for CompanyA and set up an account for myself. We sometimes look at files from CompanyB who we work with, so they added my account to a list to view files.

Then somebody at CompanyB added my account to their CompanyB Team Business account. I didn't even have to click OK to approve or anything. They just added a bunch of people to the Team who had been on a list to look at files. Then I started seeing all their file uploads and deletions. This annoyingly went on for a little while. Then suddenly my account was DELETED completely. My account had been set up separately. CompanyB had no ownership of it. Yet the account itself was completed deleted. Things that we uploaded ourselves were gone. And for a while I couldn't even create a new account using the email associated with that account. My account was NEVER meant to be part of CompanyB's. I didn't want to see all their stuff. I don't want them seeing all my stuff. AND I SURE DON'T WANT ANY COMPANY TO BE ABLE TO DELETE MY ACCOUNT just by adding me to a team and then deleting my account. I can't believe that Dropbox would even allow something like that to happen. It is massively insecure. I am now nervous of loosing anything I put on Dropbox. Going forward I set up a new account and have told CompanyB they need to Share files with us, NOT add us to a Team.

But WHY was it even possible for that to happen, Dropbox? It's like somebody else can just reach into my account by knowing my email address and then delete it. Dropbox needs to fix this. Can somebody give us some information on how we can prevent this from happening in the future?

Amos L.1

I have the exact same issue.

On top of that, I have a support ticket opened 7 days ago rquesting to restore the personal account of a user that was removed from the team.

I spoke to the support team countless times and I keep getting the same answer: they set it to high priority and there is nothing else they can do.

How long does it actually take to restore a user account? 15 minutes maybe?

This is hands down the worst business support I've ever had for a paid service.

PS- Note to the dropbox product team: fix that bug, or add the option for an admin to revert an user to personal.

Jane

Hey @Amos L.1,

I can see that our team specialist has reached back to you as of yesterday and this should now be resolved on our end. I appreciate your frustration, please accept my apologies for any inconvenience this may have caused you.

Other than that, I ‘d be more than glad to pass this feedback on to the team for further review, muc appreciated.

Please feel free to get back in touch if there’s anything else we could help with in the future.

Warm regards,

JaneA

smaifarth

This is currently happening to me right now. We accidently accepted our account to become a team folder. I want out! How can I revert my account back to a personal account?

smaifarth

This is currently happening to me right now. We accidently accepted our account to become a team folder. I want out! How can I revert my account back to a personal account?

Jane

Hey @smaifarth,

We can help you out with that!

The best course of action would be to ask your admin to disable your account and call in or chat in to our team through the admin console, so that we proceed with the re-activation on our end.

Just to clarify, once re-activated, your account will be a Dropbox Basic one, that comes with 2GB of space.

Once your admin contacts us, I 'd be more than glad to follow-up on any ticket IDs you may have with the team. Just include these in your reply, so that I look them up!

Kind regards,

JaneA

DebK

And that's another thing, my account had been expanded from the initial 2GB by doing things like auto-camera uploads and such, so I lost ALL that when this happened and my account was deleted after it was added to a Team Business account against my wishes. It was added at another company. How can I get added to that without even asking me or clicking OK or anything?

Again, I don't understand how Dropbox can even allow this to happen.

What can we do to prevent it from happening going forward?

Thank you!

wofa

same issue; same frustration ....
so far is day #4 while I am waiting for dropbox support team to reach on "please recover the account asap

Jane

Hey @wofa,

Sorry to hear about the frustration caused. Is there a ticket ID I could reference, so that I look it up on our system?

Thanks in advance!

ST1

I've had the same thing happen! And I am all paid up for a plus account on my personal account. And now it wants me to create a 2 GB account for a personal account. I just want my stuff back. Have posted a ticket, no answer yet.

Rich

ST1 wrote:
And I am all paid up for a plus account on my personal account.

I just want my stuff back. Have posted a ticket, no answer yet.

kimsherman

I am in the same boat... my account was joined to another, when we completed our business I asked him to remove me from his folder, and that deleted my account.

This answer (^) says that a user thus affected needs to contact Dropbox Support.

I contacted Dropbox on September 26, heard back from them on the 29th with information about what happened and what will need to happen for the return of my documents, another emails from me and a brief and pleasant but not useful email from Help desk on October 2nd. Several emails from me begging for information and an ETA for resolution, and nothing from them for a week.

I really need my files back, and this has not yet be resolved.

Additionally, Dropbox, this system of automatically joining personal accounts to someone's business account is clearly not a good thing.

Kim Sherman

kimsherman

Dropbox: fwiw, my ticket number is 6997003.

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