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Get support for your paid Dropbox account

Amy

Obviously, you know that we (the Dropbox Community forum) are always here for you. No I mean it, we’re here 24/7, but of course, there are other ways to get support too. Check out your options below, or ask us a question and we will do our best to direct you to the right spot.

Getting support on a Dropbox Basic plan

If something isn’t working quite right, you can find help through:

The Dropbox Community - ask questions, share experiences and get help from fellow members.
The Help Centre - explore guides and troubleshooting tips.
Social media support - available to customers on all plans, in English.

Getting support for your paid Dropbox account

Paid plans include email support, with responses within one business day, Monday to Friday. Enterprise customers can expect a response within one hour, any day.
Live chat and phone options depend on your plan:

Plus, Professional and Essentials: live chat, 9AM to 5PM locally, Monday to Friday.
Family: live chat during those hours, for the Family manager only.
Standard, Advanced, Business and Business Plus: admin-only live chat and phone support, 9AM to 5PM locally, Monday to Friday.
Enterprise: admin-only live chat 24 hours a day, Monday to Friday, and phone support 24/7.

Plus and Professional customers first use the Dropbox AI assistant to access email or live chat.Teams with the Dropbox Premium Support Add-On have email, live chat and phone support 24/7.

How to receive support in your preferred language

Help isn’t help if you can’t understand it - so make sure you can access support in your preferred language, so here’s what you need to know. All Dropbox customers have access to support in English.

Depending on your account type and location, support may be available in French, German, Japanese, Portuguese, and Spanish. Sign in and visit https://www.dropbox.com/support to see your language options.

If your language isn’t listed here you can send an email or start a chat in your preferred language, and you’ll be routed to the appropriate team.

Finding the right support option

Not sure what’s available to you? Here's a table with all the options.

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You can also check the full support table in the Help Centre.

Still unsure where to go? Tell us in the comments and we’ll do our best to point you in the right direction!

Find more posts tagged with

Dropbox Basic

Dropbox Plus

Dropbox Family

Comments

abo8

Without another link, what is the email address to support for a paid account? There is no email or ticketing service on the page linked to in this article. I am being charged $120 for a Plus account, which I signed up for years ago. When I go to Manage Subscriptions in Dropbox, it shows my account as Basic (free).

Rich

@abo8 wrote:
Without another link, what is the email address to support for a paid account? There is no email or ticketing service on the page linked to in this article.

There is no email address. All support options available to you can be found on the Support page. If you have a paid account, you need to be signed in to it see the options available for a paid account.

I am being charged $120 for a Plus account, which I signed up for years ago. When I go to Manage Subscriptions in Dropbox, it shows my account as Basic (free).

Could you have more than one account? Use the credit card charge lookup tool to identify the account that you're paying for. If you recognize the account, sign in to it using that email address.

If you don't recognize it or are otherwise unable to look up or sign in to the account, you'll need to contact Support directly. To contact Support, visit the Support page while you're NOT signed in to a Dropbox 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.

https://www.dropbox.com/support/billing-issues