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My account expired - can I get it back? What will happen to my files?

Hi Guys,

I really hope you can help me. My problem is that my Dropbox account has expired as of June 3. Is there any way I can get my account back? What will happen to my files? As of now, I can still access my account because it has been downgraded to Dropbox basic.

I hope you can help me.

Thank you!

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Rich

@nikaymateo wrote:
My problem is that my Dropbox account has expired as of June 3. Is there any way I can get my account back? What will happen to my files? As of now, I can still access my account because it has been downgraded to Dropbox basic.

Accounts don't expire. Your subscription can expire, at which time your account is downgraded to Basic and your files stop syncing (if you're over your quota), but you can continue to access the account and your files. Nothing is deleted.

The only time an account will "expire" is if it's left idle for more than a year, at which point the account is deleted due to inactivity.

jpolcek

To whom it may concern,

My apologies about having to cancel the card you have on file.
The credit card or debit card was comprised and Several days ago I began seeing nefarious transactions. I called my Banks fraud line and they immediately shut my card off.

My NEW card should arrive either today or worst-case Monday, 6/16/2022.

Sincerely,
<<SNIP>>

Mark

@jpolcek

ARGH!! Never ever ever put phone numbers or emails on a PUBLIC website. That is how you end up getting defrauded!

When your new card comes you need to update the card number at www.dropbox.com/account.

nikaymateo

Hi Rich,

Now I fully understand. Thank you! What if I'm currently using my personal email and wish to switch to my business email? Will I be able to access all of my former email's files?

Jay

Hi @nikaymateo, if you want to change the email on your account, you can do so from this page.

Bear in mind that the email to which you're switching should not already be associated with another Dropbox account.

If you need any further assistance, please let me know.

axiom78

We have prepaid for 1 year of Dropbox Business as of last October '21. We will not be renewing our subscription. I need to remove the credit card in the account that is being as the payment method. The card is now removed, however, Dropbox is no longer syncing. We have already paid for this service and now because the payment method is removed the service is downgraded, i.e. no syncing. I do not want to put in a new payment method nor should I have to, since we are not going to renew. Can Dropbox Management (or whoever) please reinstate the service that we are paying for with the duration of our subscription. Thank you.

Megan

Hi @axiom78, I'd be happy to look into this for you!

How exactly did you remove the payment method? Did you reach out to our support, or cancel the plan on your end?

If you have a ticket number reference that I can check on my end, let me know.

Let me know more, and we'll take it from there.

axiom78

I reached out to Dropbox support and they removed the credit card. I told them we would still be using the full features of the account for the duration of period that we paid for it, i.e. Oct. 1, 2021 - Sept. 30, 2022. Please have the syncing turned on as soon as possible (if you have that authority or can have that accomplished thru someone else), thanks. Ticket number is 18091553. In that ticket they said they could not remove the credit card for the payment method (which is not how normal business is conducted).

Removing a credit card from the billing portal should not affect the function of the service. In the ticket transcript, I requested a cancel for my credit card and meant a cancel of my credit card from the billing portal, and NOT a cancel of the account. And cancelling a subscription should continue the services they were paid for and for the duration of the payment.

Megan

Hey @axiom78, thanks for the additional info!

It's important to note that removing the payment method instead of cancelling the plan on the renewal date, downgrades the account immediately.

I was able to locate the ticket numbers you provided me with, and the agent assisting you also mentioned what happens to the account in that case.

Your account has been moved into a locked state.

This will cause the following:
- Paused file syncing on connected computers
- You will not be able to create or upload new files or folders
- Most premium features, such as file requests and invite enforcement, will be disabled
- Most admin console functionality will be disabled.

At that point, you can either re-upgrade or disband the team. You can see more about that here.

axiom78

You're not addressing the central issue here. Removing a payment method should not change the services provided when we have paid for the entire year of Dropbox.

"It's important to note that removing the payment method instead of cancelling the plan on the renewal date, downgrades the account immediately. "

I was instructed that I could not remove the payment method without affecting the functionality of the services.

Rich

@axiom78 wrote:
I was instructed that I could not remove the payment method without affecting the functionality of the services.

And that's true. As @Megan mentioned above, removing the payment method immediately downgrades the account. If the intent is to keep the service active until your next billing period and then cancel the automatic renewal that would take place, you simply need to cancel your plan/subscription. Doing so cancels the automatic renewal but leaves your account active until your next billing period, at which time your account is downgraded.

axiom78

This is incongruous. Removing a payment method should not affect services in a normal logically thinking person. We paid for services for 1 year so provide services for 1 year. Future payment method (which is what it is) is irrelevant once payment has been made for the duration of the services. It is merely a convenience to have the payment method at-the-ready once renewal has arrived. Don't penalize us (or use strong-arm tactics) because we have decided not to renew (i.e. remove our credit card info) early on in the currently paid for services time period.

This is all unfortunate as I have had nothing but good experiences with Dropbox, as well as, with its personnel when I have been in contact with them. The decision not to renew was out of my hands and if it was up to me we would have continued to do business with Dropbox. I am merely just the admin and previous payment method.