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Account access

I have two Dropbox accounts. One is free, and the other is a two or 5TB data storage (I pay A$18.69 monthly). I was in my paid account earlier today when I noticed that some files I had deleted through Windows File Manager were still appearing in my Dropbox account. I checked to see that I was in the correct account, and it was the correct paid account. So, I thought I should log out and log in again. I put in the normal username and email address and the normal password, but it directed me to the personal free account.

I also thought if I did a password reset, it might take me to the paid account. No success.

Nothing in the robot support system is helping me. I desperately need to access the files from the paid account. Given that I am paying for a Dropbox service, surely there must be a way to communicate with that service provider. If anyone can assist, I would be so grateful.

Russell

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Russel Driscoll

Thanks, Nancy, for responding.

I have since resolved that issue with the help of Dropbox Support. I now need to merge two accounts.

I await our respective timelines to work so that I can receive further instructions from Dropbox Support.

Russell

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RJD_ME

I forgot to mention that there is a Dropbox ID number on my monthly bank statement. Also, I have checked, and it is a 2TB account that I am subscribed to.

Russell

Nancy

Welcome to the forum, @RJD_ME!

Can you please go here and insert the transaction ID that you mention in your second post?

Is the email address that you see the same as the one you’re trying to log in to Dropbox with?

Let me know.

Russel Driscoll

Thanks, Nancy, for responding.

I have since resolved that issue with the help of Dropbox Support. I now need to merge two accounts.

I await our respective timelines to work so that I can receive further instructions from Dropbox Support.

Russell

Hannah

Sorry to jump in here, @Russel Driscoll!

Would you mind sending over the ticket ID for your communication with support, so we can also track it in our system?

Russel Driscoll

Ticket #22236550: DB: Billing, payments, and subscription changes

Hannah

Thanks, Russel!

If you need anything else, don't hesitate to reach out to us again.

Have a great day!

Russel Driscoll

Hi Hannah,

I have tried to follow the instructions given by Dropbox Support in the following link: https://help.dropbox.com/installs-integrations/sync-uploads/make-files-online-only

However, when I click on my Dropbox Account (P9) avatar, the is no Preferences option.

I am hoping that someone in the Community can see this and reply outside of USA work hours.

Russell

Mark

@Russel Driscoll wrote:
Hi Hannah,

I have tried to follow the instructions given by Dropbox Support in the following link: https://help.dropbox.com/installs-integrations/sync-uploads/make-files-online-only

However, when I click on my Dropbox Account (P9) avatar, the is no Preferences option.

I am hoping that someone in the Community can see this and reply outside of USA work hours.

Russell

Hi Russell

Are you doing this on the desktop software and not the website?

You need to click on the Dropbox icon on your computer and then the avatar at top right.

Russel Driscoll

Thanks for the prompt reply, Mark.

Yes, I was on my Desktop, and your instruction worked. Brilliant.

Russell.

Russel Driscoll

Hi All,

When I thought I had succeeded in merging two accounts by following all the instructions, I noticed that the folder I most use was still incomplete (showing files from the account I no longer want to use as the default account on my laptop).

When I use a private (incognito) browser to view my other account (which is now a little overfull), the same folder is complete. However, there is no Download option (not even in the ellipsis options). Why?

Russell

Jay

HI @Russel Driscoll, I can see you're still in communication with the support agent via email. I'd recommend continuing with them as they can provide more account specific assistance if required.