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Child Item

Message from Dropbox about completing date of birth by 1st September or lose Family Plan Access

Trimom62

Does anyone know how to update account details with your date of birth

the link to the article gives not details how to update your date of birth

Hi andy, Due to recent regulations, you’ll be required to enter your date of birth starting September 1, 2021 to continue using Dropbox Family.

please can anyone help?
thank you

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Hunter

Hi all, sorry for jumping in.

I wanted to share the good news that the issue has been resolved.

Our team has been working hard on the matter, and everything should be back to normal now.

You can all enter your DOB, by following the link in the email that was sent.

Thank you for your feedback and reports.

Apologies for any frustration caused.

All comments

Mike_Rawlins

I spent an hour raking around the account settings and can't find anything so I contacted support via chat.

You have to wait for an email with a link, allegedly.

TL;DR

Chat

Hi there, how do I add a Date Of Birth to Dropbox? I'm tired of the constant nagging from the app, but I can't find anywhere to add it.

Hi Michael! Thank you for contacting Dropbox Support. My name is Dawn, and I'll be more than happy to assist you today with your request.

If I understand correctly, you would like to add the date of birth. Sure! Let me look into this for you right away

Can you please tell me is there a link in the email notification you received?

Dawn

The link just goes to your help center which tells you that you will close the account if there is no DOB but not how to add it#

https://help.dropbox.com/accounts-billing/plans-upgrades/dropbox-family-age-requirements?_ad=20004900_20010315&_camp=age_based_gating_fam&_tk=email

All the bad things that will happen but not how to stop them happening.

I've spent too long on this already

Okay, no worries! You will receive a further notification from Dropbox with instructions

I can deeply understand your concerns but you will be notifies with a different email, don't worry!

Dawn

Why not just update that page to tell people how to do it?

I pay £168 a year, I don't expect to be told that my account is going to be closed and not be able to resolve it

I know where you come from and I will make sure to pass this on to my team

Dawn

I'm sure my subscription being cancelled won't damage the business but this is one easy way to lose a customer

I'm really sorry for this inconvenience!

Is there anything else I could help you with today, before we close this chat?

Dawn

I'll just start downloading to OneDrive I think. I'm not sure I have confidence that my account won't get closed

Trimom62

Hi there

thank you.

exactly my thoughts and response to the online chat with ‘support’ who obviously have no information and no idea.

ive set up a basic account tonight with different email details but will be downloading to somewhere else as a back up.

it’s a pain in the backside especially as I’m paying for a service which offers support!

Walter

Hi there @Trimom62 & @Mike_Rawlins - thanks for posting on our Community and sharing your thoughts on this with us.

While you won't be able to do this at the time, you'll get prompted on that date to confirm your age.

For more information you can take a look at this Help Center article.

Let me know if you have any other questions in the meantime!

Trimom62

Thanks for the info. and reply😁

a few thoughts come to mind

Does this affect every Dropbox user or just those on Family plan?

How are Dropbox going to know it’s a true DOB that’s been entered?

The article doesn’t give enough information, the word ‘May’ is in there and being advised a week before.
There’s possibly ID needed? What if you’ve not got ID with you for DOB on that date, not everyone carries ID or needs to !
Just seems shortsighted, not customer focussed and leaves we concerned for my data and documents help on Dropbox.

Mike_Rawlins

@walter why keep pointing out all the bad things that will happen, accounts suspended, closed deleted etc. on 1 September, a week away, but not have the facility to fix it by adding a Date of Birth?

All you can do is keep sending us to the page that tells us you are going to delete our accounts if we don't comply with something that is impossible for us to comply with.

Surely implementing the DOB field first, say for new accounts, then a gentle nudge for existing users to update, THEN say to everyone, we are going to delete your account and all your data if you don't update. How about you make that a month or maybe three months, give people time to do stuff. If they want to add a DOB, great, if they don't give them time to download & migrate their data, don't forget, everything in Dropbox belongs to the users, not to you.

Telling your paying users they have to update something that by the response from support and your comment, is clearly not possible to update is not good enough.

If you can't implement this, how can I trust you with my data?

I pay Dropbox quite a lot of money each year and this is the level of support I get?

I could argue, I pay by a bank card so therefore I meet the minimum age requirements, this is verifiable, rather than the random date most users will enter, when you sort your stuff out.....

craigtipple

I am finding this deeply stressful too. My partners account in our family room has just been closed - no email was sent with a link asking them to verify their age. I have not received a link. Contacted support and was told i’d be emailed. Nothing. What am I supposed to do? I have years of stuff saved in dropbox. Really worried. This implementation has been a complete miscommunicated omnishambles.

Spolto

Same here, I've had the email asking me to "enter your age" but there is no where that I can find to actually enter my age!

This is shocking given the implications of not complying!

Trimom62

I've had an email to add my DOB and there4s no option anywhere. I've contacted support and see their reply

07:21:24 ) Visitor: I’ve just had an email to input my date of birth to my account
( 07:21:40 ) Ray: Hi thank you for contacting Dropbox Support. My name is Ray, and I'll be glad to assist you with your request right away.
( 07:21:47 ) Visitor: I’ve clicked on the link but there is nowhere to add it
( 07:22:08 ) Ray: I understand that you received an email that you may need to confirm your date of birth on your Dropbox account
( 07:22:18 ) Visitor: yes
( 07:22:19 ) Ray: No worries, if that's necessary, the system will automatically prompt you to enter the DoB
( 07:22:44 ) Visitor: but the email is telling me to input it
( 07:23:21 ) Visitor: there are already messages on the community board that accounts are being deleted without being asked to add their date of birth
( 07:24:06 ) Ray: No worries, accounts aren't being deleted -- when such an update is required, the system always has a grace period in place
( 07:24:41 ) Visitor: How does the system know if I need to add my DOB?
( 07:25:44 ) Ray: If it doesn't have it on file, then it'll be necessary to enter it
( 07:25:52 ) Ray: Are we still connected?
( 07:26:09 ) Visitor: yes
( 07:26:40 ) Visitor: Can you check if you have my date of birth
( 07:27:17 ) Ray: I'm afraid such information isn't available on my console for privacy reasons
( 07:27:26 ) Visitor: The email definitely says I need to add my dob
( 07:27:28 ) Ray: But I'll be happy to escalate the issue, so that we can investigate internally and notify you
( 07:27:35 ) Ray: In order to escalate your request, I'll have to switch us over to email, and create a support ticket for you -- would that be alright with you?
( 07:28:04 ) Visitor: Yes
( 07:28:14 ) Ray: Excellent, will do!
( 07:28:16 ) Ray: Could I lend a hand with anything else, before switching over to email?
( 07:28:45 ) Visitor: I’ll also need the same for the other plan member
( 07:28:58 ) Visitor: although as yet he hasn’t had an email
( 07:29:33 ) Ray: They'll need to contact us directly when they do receive an email, and if they don't get an update form upon sign in
( 07:29:51 ) Visitor: Ok
( 07:30:27 ) Ray: Could I assist with anything else, before switching escalating?
( 07:30:43 ) Visitor: No thank you do you need my email address
( 07:30:52 ) Ray: Happy to help! No worries, we got it on record
( 07:30:58 ) Ray: Thank you for chatting in. I'll send you a summary of our chat via email, and escalate

craigpay

I'm also finding this stressful! I'm a long-standing customer, years now, and I'm paying the £168 subscription for a Family account. I have two sons about to leave for university. Trying to deal with issues moving our DropBox data around after they've left would be a nightmare. I'm organised, DropBox, why aren't you?

I've spoken to DropBox support several times. They told me that my date of birth will only be needed after the 1st September and that I will receive an email with instructions... Well, it's now the 1st September and guess what? Yep, I've just received another mildly threatening email demanding my date of birth. Same links to the same generic page with no detailed instructions where to enter my date of birth. And another link that just takes me to my DropBox account. And the email is now telling me in BOLD that I must enter my date of birth NOW. Really? How? Is my account about to be closed down?

Seriously considering a pre-emptive move to OneDrive.

DropBox, you are idiots. I've worked in the IT industry for 25 years. This is not how you do 'customer retention'.

lascarid

The link you give simply states that there will be age requirements, and unless we enter our date of birth terrible things will happen. It does not supply instructions on how to do it, and therefore does not answer the question. Come on Dropbox. The embedded link you have supplied in your email does not provide an opportunity to enter one's date of birth. Sort it out because this is really stressful.

jenemma

Please help with this issue urgently.

So today is September 1st and like everyone else here I have woken up to yet more messages from Dropbox to update my dob with absolutely no way to do it. This time it was through notifications via the Dropbox apps on both my phone and my laptop - but these still just link to either the generic info page (with no info on how to do it) or to my Dropbox folder online. There is no dob field in Settings so where on earth am I supposed to input this information?

I love using Dropbox, but this is just ridiculous and I am going to spend every waking moment worrying about if or when I am going to lose access to my files.

craigpay

I'm sending this via a support ticket...

OK, let me use your language against you! This is copy/pasted from your emails and 'help' page and edited to suit...

ACTION REQUIRED: allow me to add my birthday.

Dropbox, you need to allow me to enter my age to continue receiving payment from me for using Dropbox Family. Please do this NOW.

What happens if DropBox won’t let me add my age?

If DropBox does not allow me to enter my date of birth within 24 hours they will be notified via a support ticket that I am closing my account. I will demand a full refund of my previous payment. I will contact my credit card company to request that my previous payment is recovered. I will use social media to complain about DropBox. After 24 hours I will move my files to OneDrive.

Trimom62

Just discovered OneDrive will not upload a file with any of these in the file name

/ \ < > : *”?| full stop _. -.

I have thousands!

UncleJunior67

below is my experience with these cretins...

Chat

Hello, welcome to Dropbox support. How can we help you?

How do I enter my DOB?

Hey Saul! Thank you for contacting Dropbox Support. My name is Tony, and I will be more than happy to help you right away.

No worries, I am able to assist you with your inquiry on entering your DOB right away

Tony

Please enlighten me

Could you please try opening another browser (Chrome, Mozilla Firefox, Edge) than the one you are currently using and try signing to Dropbox with your credentials

Tony

You have been bombarding me for weeks with e-mails for weeks aboutthis

done that - in my account in chrome

Before you sign in, please grab a screenshot of your login page, as i will need it in order to further escalate this issue

Tony

I have a screenshot

but how do i get it to you?

i can't paste it into this chat session

In order for me to be able to view your screenshot you would need to save it as an image file type (png or jpg) and use the upload button to manually select and attach the screenshot in this chat

Tony

dropbo...xligin.PNG

Got it now?

Absolutely, so what happens when you click on that?

Tony

i login but there is nowwhere I can find where i can add my dob

Thank you for confirming.

Please give me a minute as I am consulting my resources

Tony

according to the e-mail from dropbox if you don't get my dob by today, my account will get suspended

Thank you for elaborating

It appears we are going to have this case to email. There I will provide some troubleshooting steps that you need to go through. If these don't work, I will have to escalate the case to our specialist department so they can have a look and get back to you with an answer as soon as possible.

Do not worry at all, your files are safely stored with us at all times!

Tony

seriously - what a complete waste of my time

I completely understand this can be frustrating. Please rest assured that I am doing my best in order to assist you resolve this as soon as possible

Tony

you ask customers to provide their DOB - you harass your customers with e-mails for weeks about this but there is no way for a customer to add their dob

why don't i just take the free 1 year offer from onedrive and move over - what am I paying upwards of £150 for

i don't need this pathetic service

actually it is £167.88 per annum

you must have had thousands of these calls around the dob and all dropbox can do is say we will escalate

what a complete farce

I'm sorry to hear that you are dissatisfied. Please rest assured that if there was anything else i can do at this point, I would definitely do it in order to assist you

Pleas rest assured this will be resolved as soon as possible and your account is at no risk

Tony

well how about this - my dob is dd/mm/yyyy - you can now write it down and enter it when you figure out how and stop harassing me with these cretinous e-mails - how does that sound?

I do not consider this response from dropbox satisfactory

I am heading off to onedrive as soon as is practically possible

with that in mind if i cancel my plan now do i get a refund for the time left on it?

I completely understand this can be frustrating. Please rest assured that I am doing my best in order to assist you resolve this as soon as possible

I'm afraid that I am unable to issue a refund for your latest charge. I'm sorry for any inconvenience this may cause. In some cases, your bank or vendor may be able to help.

I can however schedule a cancellation for your subscription, if you wish so, so your account does not autorenew

Tony

ill sort that out

myself

Okay then. I'm really sorry for the frustration caused

Mike_Rawlins

this is an absolute sh!t show from Dropbox, I think we need to look at asking our credit card companies/banks to do a recharge against Dropbox, I don't pay £168 a year to have to deal with this level of incompetence

Ian Boyle

Add me in to this entire chaos. Tried everything to locate this and unable to find. 25 years in I.T. and failing!

As with everyone else, my life is in DropBox and I am now about to download the whole lot!!!

Skimble

I'm sick of this as well. I've tried logging in via an anonymous session so there are no cookies stored and there's just no way to provide my date of birth on log-in, or anywhere in the user settings. This is absolutely ridiculous.

I've been using Dropbox continuously with this account since 2009, so the only way I could be under the age of 16 is if I had started my Dropbox account when I was 4.

Is this only affecting UK customers? Everyone I've seen in this thread is referring to what they've spent in £s.

UncleJunior67

Maybe just UK dropbox family customers?

gordon27

completely agree. Dropbox have really dropped the ball in their communication with their clients.

How many thousands of man-hours have been spent trying to find the illusive "date of birth" field by all the Family users?

Skimble

I checked with my friends and yes this only appears to affect Family users as none of them have had this message. I'm the only sucker paying for Dropbox for me and my 27-year-old partner.

smotyndu

1) the help page is f***ing useless as it doesn't tell you how to do it, nor provide a link to enable you to do it

2) I just got a notification by email (presumably the notification email another user was told would come) - it has two links, the first takes me to the (still) useless help page, the second to my account page where I can't see a date-of-birth field

3) are you actually trying to dump paying customers?

Skimble

I'm on with a live support agent who is obviously aware of the situation and says they're taking it to email where they'll provide the next steps to resolve this; apparently I'll be able to supply DOBs for me and my partner at the same time and resolve the issue.

craigpay

I've also been on live support. I've demanded escalation to a supervisor and hourly updates, starting 10.30 GMT local time until resolution. I will chase them via chat in 54 mins.

smotyndu

I've reached the point where DropBox can either send me an email with a link to add the info or lose my account. I am NOT wasting any more of my time on them. I was told they' send an email to sort it and I just got links to the same pages which did not allow me to fix it.

I do not send dates of birth (or bank account details etc) through open emails.

Their choice.

Trimom62

You cannot supply your partners details
They have to contact Dropbox themselves I’ve already asked this question

I’ve had my support ticket come through but no proper contact yet

I keep getting notifications to input my DOB
This is ridiculous!

Ian Boyle

I have just completed this after an hour of frustration and searching.. Went on chat and they confirmed it is a known issue. Requested I upload evidence of Age via a button in the chat. Uploaded my passport and I am now age verified. Several forms of ID are allowable inc. Passport, Drivers licence, Birth Certificate, National ID card.

Hope this helps.

c240amg

Same issue as everyone else.

Email received from Dropbox to enter DoB

Click on the links

One leads to the age requirements page

One leads to the dropbox account page WHERE THE HELL IS THE DoB ENTRY!!!

I think it maybe time to move to Google Drive - don't have to deal with this BS

Skimble

Here's the whole text of my live chat; it looks like the support team has been given inconsistent instructions as well.

Chat transcript:
( 09:20:03 ) Visitor: Hello I cannot input my date of birth but am being told that I need to input my date of birth.
( 09:21:04 ) Rebecca: Hey there! Thank you for contacting Dropbox Support. My name is Rebecca, and I will be more than happy to help you right away!
( 09:21:14 ) Rebecca: Sure no worries, I´ll be more than happy to assist you with your date of birth entry right away.
( 09:21:38 ) Rebecca: When logging on to Dropbox.com are you not being prompted? If not, is is possible to send me a screenshot from there please?
( 09:22:46 ) Visitor: File: REDACTED
( 09:22:50 ) Visitor: It goes straight to my files.
( 09:23:06 ) Visitor: Did you mean you want a screenshot of the pre-login page where it asks for my username and password? Surely it wouldn't ask me there?
( 09:23:42 ) Rebecca: Thank you, what I will need to do for you now, is move to email so that I am able to send you instructions regarding any identification that is needed, so that we can input these details for you on your behalf in order to resolve the situation. I can confirm that you account is safe with Dropbox, I realize the email prompt can be a little scary.
( 09:24:06 ) Visitor: It's not just scary, it's incompetent.
( 09:24:35 ) Visitor: It's not your fault personally, but I complained last week that you were sending out scare emails about this with no way of providing the required information and was told to just wait until now.
( 09:24:50 ) Rebecca: I completely understand your frustration with this, new Government laws that have come into place have prompted this change.
( 09:25:06 ) Visitor: Dropbox should have provided a method to give this informatioas soon as that first wave of communication was issued.
( 09:25:37 ) Visitor: It's not the government's fault that Dropbox hasn't implemented a competent solution to collect the information.
( 09:25:42 ) Rebecca: I will of course, be following up with an email to you. Replying there will reach me directly, and I will be sure to make your frustration known to Dropbox regarding this change also and the lack of instructions.
( 09:26:43 ) Visitor: I'm very disgruntled about this. I've had a Dropbox account for 12 years.
( 09:26:55 ) Visitor: The only way I could be under 16 is if I had started it at the age of 4.
( 09:27:26 ) Visitor: But I understand the need to collect the explicit date of birth to comply with legislation.
( 09:27:48 ) Visitor: What I don't understand is how a company that I trust with gigabytes of personal data can't even implement a system to easily and accurately collect my date of birth.
( 09:28:08 ) Visitor: Why wasn't this just implmeneted as a new account information field along with my name and email address that I could complete in the settings?
( 09:28:37 ) Visitor: Again, I appreciate that this is not your fault personally, but this is the only route I currently have to vent my frustration.
( 09:28:37 ) Rebecca: I do completely understand your frustration with this, and I will be sure to pass everything on. I do appreciate your patience with this. Before I move to email to help resolve this issue for you. Is there anything else I can help you with today?
( 09:28:53 ) Visitor: This is the only topic that I currently need help with, thank you.
( 09:29:05 ) Rebecca: Ok, thank you. I will send you an email, with the ticket number of our communication and the chat transcript, which you can respond to, should you need further assistance. Replying there will reach me directly.
( 09:29:18 ) Visitor: This is going to affect my partner as well, though, will the steps you send to me be useful in getting his date of birth logged as well?
( 09:30:15 ) Rebecca: Yes, you will be able to add both and we can resolve the issue at the same time for you.
( 09:30:28 ) Rebecca: I do appreciate your patience on this. Thanks for chatting with us today. We would love to hear how easy it was for you to receive the help you needed, via the following one-click rating, after I close the chat. Have a lovely day!
( 09:30:31 ) Visitor: Okay, tank you.
( 09:30:35 ) Rebecca: Thank you.

smotyndu

They've had at least all the time they've been warning us about it to add a DOB field to account details.

This is not just about time wasting - it has become (fior me at least) a matter of trust in basic competence

andyrhb

Same issue for me re Family Room. Spent ages trying to sort it. Nowhere to enter DoB? Please can you sort this as soon as possible Dropbox?