I'm trying to contact support concerning a restitution by using the contact form on the website. I've filled in all fields, but when clicking send, nothing happens. I've tried this in two browsers: Safari & Firefox, but neither work.
Hi @Eckerr, I just sent you an email, in order for us to have a closer look into this.
Reply back to me, and we'll take it from there. Cheers!
Hi @Eckerr, I'm sorry to hear about that, let's see how I can help!
Would you like to share some additional info in regards to your case?
As for the Support form, have you also tried from an incognito tab on your current browser, while you're signed out of your Dropbox account?
Let me know more, and we'll take it from there.
Hi @Megan
Thank you for your answer. Which additional info would you need?
Yes, I’ve tried multiple browsers and incognito mode.
Hi @Eckerr, thanks for your fast reply.
You mentioned you wanted to contact Support, however we don't have enough info in regards to your case. Can you let me know more?
@Megan What would you like to know?
I would like to request a restitution of my subscription (as I am a resident of the EU and it's within 14 days after the purchase). I'm trying to use the contact support form to do this, but the button to submit/send the form is not working...
Hi @Ahussain89!
Did you receive any errors while submitting your ticket? If not, can you please check again your email address, including your spam folder, and let me know if you can see any ticket number perhaps?
I am having the same issue! Filled out form and when clicking submit nothing happens.
Sorry to hear about this, @portesi.
Did you try this from a different browser or a private browsing window, to see if that helps?
I've spent days trying to get Dropbox fixed via the support team. I've never had a worse experience with a support team.
Firstly, they only operate 9am-5pm USA time Monday - Friday. This isn't ok for a digital company (I'm in Australia).
The chat/social media team don't appear to know much. I've been referred to specialists who only communicate via email and have a 72-hour turnaround. The specialist sent me some instructions that didn't work and I'm now stuck, with Dropbox not working and no support.
I've been a paid customer since 2010 and am gobsmacked that this once awesome product has declined to this level.
Hi @OceanElf, sorry to hear about this!
You mentioned that you've been in touch with our specialized, and support team. Could you send me any ticket number references that you have, in order for me to locate them on our end?
Keep me posted!
Hi Megan
It's ticket #21882157
Things have progressed somewhat but it's still not resolved.
My Dropbox still isn't working and I've spent days trying to get clear and timely information. The problem started when I did the recent update that moved the location of DB to CloudStorage (Mac).
I was informed yesterday that DB only provides real-time and phone support to enterprise customers.
Given the severity of the problem and it now becoming clear that DB only cares about large customers, I'm going to have to find an alternative to DB. I'm really sad about this, but I can't continue with a service that requires this much effort and angst.
Hi from me as well, @OceanElf, and I’m sorry to hear about your experience.
I was able to locate your ticket in our system, and I’ve left an internal message to our team, so that they know you’ve reached out to us here.
I can see that they sent you a new email recently, so please check it, if you haven’t already.
Hi Megan, I have the same issue. When I tried the Dropbox professional version for free this morning, I received a charge of £19.99 on my credit card for a full subscription. My understanding is that the chargeback will only be made when my free trial period is over and I believe this chargeback should be refunded to me as soon as possible. But the support form can not be submitted and I tried three browsers.... Could you please also send me an email?
Hi @Zongxiao, let's jump right into this!
Since you mentioned that you chose our Dropbox Professional trial, is it possible that the charge is coming from a different Dropbox account?
If you use our self-serve look-up tool, are you able to identify that the charge is coming from the Dropbox account that you started the trial with?
Let me know more, and we'll take it from there!
Hi Megan, thanks for your prompt reply. I found Dropbox has refunded me 19.99 this morning and now I do not have anything to report. Hope you have a lovely day.
Awesome @Zongxiao!
If you need anything else, you know where to find us. 😎
Hello!
I'm unable to see the solution to this problem. I am trying to contact support via email but cannot submit the form. I have tried different browsers as well. I have all the information to complete the fields of the form.
Thank you in advance.
Hi there @skuchukh, sorry to hear you're having issues with this.
Can you please let us know if you're getting any specific errors when trying to submit the form to contact our support team?
Did you also try from another browser while not logged into any Dropbox account perhaps?
Hi I'm having several issues with my account - including not being able to send a support ticket. Would you be able to help with this as well?
Hey there @aaronzrn11, could you provide some additional information about the issues you're facing so that we can assist further?
Also, what plan are you on at the moment?
Hi - I'm unable to log into my previous account and am very concerned that I may have lost all of my files. When I try logging in, it says that I need to "re-register my account".
I've been trying to submit a support ticket all week, and an error message just keeps popping up saying something along the lines of: "we're unable to process this right now".
I just registered my secondary email for a free plan, just to be able to send messages on the community message boards.
Thanks!
In that case, you could try submitting this form from an incognito window without signing into any Dropbox account and filling in all the relevant information and an email address we can reach you at @aaronzrn11
Once you get a ticket ID from our system, feel free to share it with us here so that we can look it up as well.
I tried that just now, and it still gives me the error message. Even in an incognito window, without logging in (screenshot below).
Sorry to jump in here, @aaronzrn11, but when was the last time you logged in to the account? Could it be more than a year?
Hi Hannah - no, I've used it at most maybe a month or two ago to save my tax files. Likely even more recently to search for other random things. I used my account pretty frequently.
In that case, may we reach out via email to have a further look internally @aaronzrn11?
Yes, please feel free to reach out. Thanks
Sure thing @aaronzrn11 - you've got
Please have a look at your email's inbox and we'll take it from there.
Hey Walter - I received some help from Rudy last week to get my business account re-enabled, but the ticket got closed before I could try the solution and now my e-mails won't go through to support any more.
My former employer tried the solution Rudy sent and the option to reinstate me didn't appear next to my old Dropbox email. Any way we could chat in the e-mail thread we had going and see if there's something we can do?
Thanks
