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Live chat button does not work

Hello-

I have a paid personal account and the live chat button is available to me for support. Unfortunately when I chose the button for English nothing happens at all. Does anyone know how to use live chat? I have tried it in Chrome, Internet Explorer and incognito, nothing.

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Comments

Walter

Hey @kerryh, sorry to hear you're having issues with this.

Can you please clear your browser's cache and let me know if you're still getting the same behavior?

If you do, I'd appreciate a screenshot of the last screen you can get to.

Thanks!

lbrindise

I am having the same problem. Google chrome. I am signed into the Chrome browser, as I do every day. The button is "dead" - it doesn't do anything when it is clicked.

Hannah

Thanks for letting us know about this, @lbrindise.

Have you tried to also clear the cache on your Google Chrome browser, to see if that helps?

boxnewyork

I have the same problem. I cleared the cache and it did not open.

is there a direct link?

Rich

@boxnewyork wrote:
I have the same problem. I cleared the cache and it did not open.

Have you tried another browser? Also, you could test it with all browser extensions disabled as there could be something blocking it.

jameswjesso

Same issue.
Cleared cache, tried different browsers, incognito, etc. Problem continues.
What's going on here, Dropbox?

Megan

Hi @jameswjesso, welcome to our Community!

Do you get any specific errors when trying to contact our Support team via chat, or it simply doesn't work?

In the meantime, you can always let me know more about the issue you're experiencing just to have a clear idea about that.

Keep me posted, and we'll take it from there!

jameswjesso

Hi Megan.
No error. It just doesn't do anything when I click on it.

My issue is that I want to switch my billing from annual to monthly, but there is no option to do so in my settings. Even the instructions in your knowledge base are inaccurate, as what they describe does not exist.

Jay

Hi @jameswjesso, have you tried emailing the support team directly by opening a ticket instead of via chat?

Do these steps not help in changing your subscription? Where exactly are the steps not applicable for your account?

jameswjesso

I did email. But my account renews tomorrow, so getting it changed asap was important.
And now, those steps don't explain how to switch to monthly billing at all and there is nowhere within the change plans process that gives me the option.

I did find this help article that explained how to do it, but those options no longer exist (not sure why it is still online given that it is no longer applicable).

Jay

In order to switch from annual to monthly billing, you'll need to downgrade your account entirely, and when it returns to a Basic plan, you can re-upgrade under a monthly schedule.

jameswjesso

But what happens to my data if I have more than the storage limit of a basic plan?
Also, that is a terrible way to have people do it. It is entirely unintuitive, and the fact that I needed to go through this back and for the get the information is also terrible. I appreciate that you helped me, but you shouldn't have needed to. It should be clearly stated somewhere.

Jay

If your account is overquota, you can read this article for information on what happens to your data.

cmcintoshphoto

Lol, it's been 1.5 years and this is still happening. No support chat ever. Do you think they know this??? that this is the reason they're not getting any chats? Wish I could just talk to someone.

Jay

Hi @cmcintoshphoto, we've not received any reports about the chat button not working.

Could you try switching browsers to see if this helps? Otherwise, you can try using incognito/private browsing mode without any extensions running, clearing your cache and even resetting your browser entirely.

If need be, you can contact the team via email, depending on your plan.

cmcintoshphoto

I've tried multiple times in the last few weeks to submit a support ticket, I need to merge my accounts as one of them is under an email of an expired domain. I haven't received confirmation emails (submitting them under my email I do have access to) and haven't received any replies at all. The "chat now" feature frustratingly does nothing so I can't even chat with anybody.

cmcintoshphoto

I've tried all of those things, Jay. I've also submitted at least 3 email tickets and haven't received replies.

Walter

Hey @cmcintoshphoto - sorry to hear you're having issues with this.

Could you please let us know your ticket's ID so that we can look it up in our system?

Also, if you've tried clearing your browser's cache or using another browser and the issue with the chat persists, please let us know here so that we can reach out from our end to assist further.

On a side note, there's no way to merge two personal accounts at this time, but you could probably use a share folder to transfer the data from one to the other one if needed.

I hope this helps a tad and please keep us posted!