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Anyone Else Unable To Upgrade?? Plus Horrible Customer Service

Hey All,

I got an error when I purchased my plan from the sales rep link and it has been a NIGHTMARE every since. I can't make ANY changes to my account and the plan is always wrong. I had business plus for 3 users, but was charged for 5 users... it took over a week to fix this and they had to refund the entire thing and have me repurchase a plan for 3 users. With the repurchase link it was just for the regular business plan with 3 users... for 2 weeks I have asked support why I dont have unlimited templates like I was sold on and all they said was "we will send your feedback to developers". I finally figured out the issue on my own was I just needed to upgrade to business plus again... I have tried to upgrade via my account through the upgrade option, through the plan option, through the billing option, and through a specific link provided by support and continually get the same error. I have contacted support 3 times. I was given instructions how to upgrade on my own and ticket closed (again... there is AN ERROR and I can't). It has been days with no support reply. I am literally losing business and trying to give dropbox more money and upgrade my plan. What a horrible experience. Any tips to just upgrade? It is a simple solution to my problem yet support either didn't know I should upgrade or is unable to help me upgrade! Help!!

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Comments

Jay

Hi @nsns, thanks for bringing this to our attention.

Are you still trying to upgrade? What is the current plan you're on?

Do you have the ticket ID from when you contacted the support team?

This will help me to assist further!

louiseinfrance

I am trying to upgrade to Essentials 30 day free trial because I want to test the recording capabilities on the new Capture app. But cannot seem to download the app correctly and the upgrade will not validate. Gets to 'validate transaction' but there is a blank box on the screen and nothing at my bank. Trying to get help is hopeless. Quick chat popped up, went through it all with him to be told to email customer support who replied that they do not give support! Gave me links to where I started this morning. Going round in circles.

nsns

Thank you! Yes

Ticket #23616258: TEAMS: Please Upgrade Plan

Ticket #23623661: Dropbox Support Chat

Ticket #23616301: Dropbox Support Chat

Here are the 3 incredibly unhelpful support tickets. I just need to upgrade to plus! Use the card on file or send me an invoice.

nsns

Same. Literally trying to give this company money and support is useless. Literally no one can help me upgrade? Same process here THREE TIMES! Ridiculous!

Hannah

Hey @louiseinfrance, sorry to hear about this.

Can you send us the ticket number for your communication with our support team, so we can investigate?

As for you, @nsns, I'm sorry to hear about your experience.

From what I can see, you currently have a ticket that's been sent to our specialists.

I have raised the priority of your ticket and passed your comments along.

Anything you need to add, please add it to that ticket, and our colleague will get back to you with an update the soonest possible.

Thank you.

nsns

They responded with more hoops to jump through and it takes them 3 days to respond to anything. Literally just want to upgrade my account.

nsns

Also I have been told 3 times there is a ticket escalated to a specialist. No one has helped. It has been about 2 weeks.

Hannah

I understand where you're coming from, @nsns, for sure.

However, since you're already in contact with our team, they're the ones who can assist you with this, so I'd suggest sticking with them, so they can resolve this for you.

If there's something else we can do, though, let us know!

nsns

Yes! You can get someone to upgrade my plan 🙂

Honestly I haven't gotten any response from any specialist. Just support people telling me someone will contact me and nobody has.

nsns

I still have not heard from support and it has now been FIVE business days???? Still trying to upgrade?

nsns

Hi Jay.... any update? No response from any of the support tickets I gave you the numbers to? It has been five business days now....

annabr

Me too! I paid for an upgrade, and I can see the purchase has been made on my bank account, but nothing's changed on my Dropbox account. Still says I need to upgrade and I recieved no email regarding the payment. Tried to solve the problem and find an email or anything to customer services but here I am, less money and nothing for it. Really disappointed!

Hannah

Hey @nsns, sorry for any inconvenience this might cause, but only the member of the team that's handling your case will be able to give you updates on the progress.

As for your case, @annabr, how did you upgrade your account? Directly from the Dropbox website of the Dropbox mobile app on your phone?

annabr

I upgraded on the website.

nsns

No one is handling the case thats what I am trying to say. It looks like this is happening to multiple people. I'm trying to get someone or anyone to handle the case and help me upgrade!!

nsns

Literally the worst company service of any company. Starting to wonder if it is a scam or something.

Hannah

Hey @nsns, we do apologize for the delay and we can see that you're already in contact with the specialized agent working on the case, so for any updates, make sure to check with them on the ticket.

And regarding your issue, @annabr, would it be okay if we reached out to you via email as well, so we can investigate further?

annabr

Yes, I would like that.

nsns

can someone reach out to me via email? I have been waiting since 4/11...it is now 4/23.

Nancy

Hey @annabr, please check your email address and reply back to my message, when possible.

@nsns, I had a look at your support ticket and can see that our advanced agent replied back to you recently. I can understand your frustration though due to the delay. I’ve left them another internal note as well, so that they may get back to you sooner.

nsns

I did not receive a reply????

Walter

Hey @nsns - sorry to jump in here, but I took a look at your ticket in our system and I can see that our expert has responded to you a little while ago.

Please let us know if you're still not getting their emails and we'll take it from there.

Johanna Zhang

same here! totally unacceptable!

I'm leaving dropbox!

And I suggest you leave as well.

mynameissally

I am having the same issue. I cannot upgrade my storage capacity and it gives me the same errors no matter what device/browser I am on. I can't open a ticket for support because I can't upgrade. "Something went wrong. Please refresh the page or contact customer support."

Walter

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

Since this issue persists on several browsers and devices of yours, would it be OK if we sent you an email to have a further look internally?

Resources6

I have same issue - a blank white box on the upgrade screen and keep sending me round in circles.

Rogaa

Hi there, may I know if you already tried using your Phone support option to contact Dropbox? You can go to your Admin Console, then go to Help, and then you see a Phone number field just input your phone number and request for a call. As long as you call during business hours they should be able to call you right away. Hope this helps.

Rogaa

Hi there. One reason why upgrading to a higher plan gives an error message is when the current payment method that is stored in your account is not updated ( could be that it is already time that the expiration date needs to be changed, etc). When you tried to upgrade to the Business-Plus, did it let go all the way to the checkout page where you just need to click on Purchase ? And afterwards you get that message that an error is taking place and to contact support? If yes, please check first if your payment method is updated then try again. If that doesnt work still, consider this second factor
2. Another reason for getting an error is when you linked your personal account with your business account and both of them are signed in for seamless switching. To find out if you have a personal account linked with your business account you click your Avatar ( person icon or name initials) on the top right corner of your screen and then click on Settings. Under Settings, choose General. Then on the 4th row going down, just under your work email you will see if your work account is linked with your personal account. You will know it if you see the button “unlink” on the right side. If yes, you unlink your personal accout first. Then proceed with the upgrade again. If it goes through, you can just go back and re-link your personal account by going to the same place—settings>general. Hope this helps

Rogaa

Hi there,
If you said you upgraded to the 30 day trial you will really not see a record in your bank. You can click this link to check if your trial has been successful: www.dropbox.com/account/plan . If you see that your plan is already on Essentials then you are able to upgrade to the trial already. Hope this helps

Rogaa

Hi there, may i know what is the error message when you tried to upgrade? Thanks