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Drop box business merge account

I am going to ask here since Dropbox support seems to be nonexistent. I had a Dropbox pro account with my company email that I paid for personally in April of this year. I used the account for both work and personal. I joined the team for the company I work with because i needed to share and access files contained in that folder. Today my employer decided to upgrade to dropbox business. I was not given any notification at all of this or any ability to decline the 'invitation'. My entire account, all my link all of my personal data, as well as everything I had in dropbox was assimilated into the business account. Additionally dropbox seems to have forgot the selective sync settings and filled my disk to the point my computer had issues. My manager removed my account from the dropbox business account as there seem to be no way to undo this (which is completely ridiculous). As a result I have lost my pro subscription that I paid the year for in April, all of my links to others, and really all faith in dropbox.

I am wondering how I can either get my account refunded or reestablished as the dropbox pro account that I had paid for before it was forcefully assimilated into the dropbox 'business account'?

Also I am super unhappy that I am now playing with 1/2 a TB of files, and that all of my personal information stored in my dropbox can now be accessed by the business admin.

It has been 12 hours with no response from support, and I am at a point where this is causing me major workflow and productivity issues. What company in 2017 offers a paid service with no phone number to support the paying customers?

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Accepted answers

Rich

inirx wrote:
Today my employer decided to upgrade to dropbox business. I was not given any notification at all of this or any ability to decline the 'invitation'.

You were, actually. If you read the full details when joining the team, it tells you that the admins of the team can upgrade the team to a Dropbox Business account, giving them control over your account. You have to confirm this choice before joining the team. This is why it's suggested that you join a team using a new account, to keep things separate.

My manager removed my account from the dropbox business account as there seem to be no way to undo this (which is completely ridiculous). As a result I have lost my pro subscription that I paid the year for in April ...

Since the account was no longer yours, when it was removed from the Business team it was deleted. In order to get access to the account again, the team admin would need to contact Dropbox Support and request that the account be restored. As a Business customer they will have access to phone support through their Admin console.

I am wondering how I can either get my account refunded

There's nothing to refund. When you join a Dropbox Business account, any remainging time left on your Plus subscription is refunded to you. If you just paid in April, you'll get the bulk of your subscription refunded to you automatically. This occasionally does take some time (on the bank's side, not Dropbox's). Check your account for the refund. If you don't see it you can contact Dropbox Support.

It has been 12 hours with no response from support

Replies take approximately 1 - 3 business days with Plus users getting priority (longer for Basic users). You can track your ticket here:

https://dropbox.zendesk.com

What company in 2017 offers a paid service with no phone number to support the paying customers?

They do have phone support, for Dropbox Business and Enterprise customers. The phone number and required PIN is found in the Admin console udner Help. Basic and Plus customers use the Support system to open a ticket.

All comments

Rich

inirx wrote:
Today my employer decided to upgrade to dropbox business. I was not given any notification at all of this or any ability to decline the 'invitation'.

My manager removed my account from the dropbox business account as there seem to be no way to undo this (which is completely ridiculous). As a result I have lost my pro subscription that I paid the year for in April ...

I am wondering how I can either get my account refunded

It has been 12 hours with no response from support

Replies take approximately 1 - 3 business days with Plus users getting priority (longer for Basic users). You can track your ticket here:

https://dropbox.zendesk.com

What company in 2017 offers a paid service with no phone number to support the paying customers?

inirx1

I certainly appreciate your reply. Some feedback and questions below:

You were, actually. If you read the full details when joining the team, it tells you that the admins of the team can upgrade the team to a Dropbox Business account, giving them control over your account. You have to confirm this choice before joining the team. This is why it's suggested that you join a team using a new account, to keep things separate

I have been a dropbox member since April 2014 and a member of this team since April 2016. If that alert was presented I do not recall. believe i joined though an email link at the time. Reviewing the email, there is literally no mention of that at all. Regardless I would think that after a year there should be some notification presented that hey do you want to have your pro subscription canceled and have your entire folder structure changed, and loose rights to your stuff?

Since the account was no longer yours, when it was removed from the Business team it was deleted. In order to get access to the account again, the team admin would need to contact Dropbox Support and request that the account be restored. As a Business customer they will have access to phone support through their Admin console.

While i understand what you are saying I functionally disagree. As the individual that paid for the account it would be assumed that I would retain ownership of it. For example if I buy a laptop and walk into the office it does not become their property. Dropboxs team was presented as a means of sharing a group folder not of retooling administration of data. At least that is how it was presented to me and how myself and the admin understood it. Not to debate this point. Basically myself and a few other users wanted the admin to remove our account to attempt to limit exposure of files from other people. I don't need to be restored to the business account, I don't want to be. I want to be restored as a Dropbox plus/pro user. This doesn't seem possible though.

There's nothing to refund. When you join a Dropbox Business account, any remaining time left on your Plus subscription is refunded to you. If you just paid in April, you'll get the bulk of your subscription refunded to you automatically. This occasionally does take some time (on the bank's side, not Dropbox's). Check your account for the refund. If you don't see it you can contact Dropbox Support.

That is good news. Ill keep an eye out for the refund. Is this the right way to do this in this case? Wait for the refund and sign back up for a pro account with no team function? It sounds like this is an all or none thing, like you join a team or business account and give up all rights or you use the plus account and keep to yourself, is that right? Do you happen to know if Dropbox notify you when they process this? Also does this still happen automatically even though I have no account even on the business side?

Replies take approximately 1 - 3 business days with Plus users getting priority (longer for Basic users). You can track your ticket here:

https://dropbox.zendesk.com

What company in 2017 offers a paid service with no phone number to support the paying customers?

They do have phone support, for Dropbox Business and Enterprise customers. The phone number and required PIN is found in the Admin console udner Help. Basic and Plus customers use the Support system to open a ticket.

I can't track the progress of the ticket because I no longer have an account associated with the email address that was in use, so the zendesk thing is not going to help me in this case. I guess as a customer paying for this service yearly, I would expect that when there is a major issue (first time since signing up) I should be able to call someone. It sounds like the phone option is only opened to the admin, which is really unfortunate and ultimately something I did not know existed as a user. I will get the phone and PIN and try to call tomorrow.

This had a very large negative impact on our company, a few of us had major issues with this 'upgrade' not just myself. While I like the dropbox product, this experience will very likely cause us to look for alternatives for our employees, and contractors that is more friendly with sharing of data between private accounts and allowing for collaborative work as well.

Thanks again for your response I really appreciate it. This has been really frustrating.

Jane

Hey @inirx1,

Thanks for getting in touch on Community, apologies for getting back to you in delay.

Sorry to hear about the frustration caused. Could I have a ticket ID to reference, so that I have this looked into by one of our specialists?

Thanks in advance, looking forward to hearing back from you!

Kind regards,

JaneA

inirx1

5853661 - No reply since Friday at 11:11 am.

Jane

Hey @inirx1,

Thanks for getting back in touch with your ticket ID, much appreciated.

I can see that my colleague replied back to you earlier today and this has been sent to our team specialists, who will proceed with your account 's reactivation.

Hope that this helps, thanks again for your patience regarding the matter.

Kind regards,

JaneA

BenJohnston

Sorry to be negative, but this feature feels like such a mess. I have the same issue and have now, with one click, handed my entire Dropbox history to a near stranger. All files for all previous clients are now controlled by a new client. Yes, it's my fault. But it feels far too easy to mistake this invitation for something resembling a shared folder. And there is no way to resolve the issue by myself. Please consider changing this, Dropbox.

Jane

Hey @BenJohnston,

I appreciate your frustration, though I'm here to expedite resolution, as much as I can.

I’ve located your open support ticket and made sure you have received a reply there. Could you please check your email inbox for their reply and let me know here if you're unable to locate it?

Hope this gets resolved soon!

Kind regards,

JaneA

BenJohnston

Thanks for your support Jane.

Jane

:slight_smile: :upside_down:

Hope this is resolved soon!

Cheers,

JaneA