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Why don't I have access to support on an Essentials trial? Why can't users join a shared folder?

I am a recent user of dropbox and signed up for the essential account. I have encountered an issue and have been trying to reach dropbox support unsuccessfully. Under the support page there are options as how to contact support which are 1. submit a request, 2. chat and 3. request call back. However all those options are grayed out and i cannot choose any of them as a method of contacting the support folks. Why is that, since under the essential plan i am supposed to be able to get direct technical support form dropbox?

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Rich

@bingamoon wrote:
Under the support page there are options as how to contact support which are 1. submit a request, 2. chat and 3. request call back. However all those options are grayed out ...

Make sure you're signed in with the Essentials account when you access the Support page. The options available to you will vary based on the account you're signed in with. If you're not signed in or you're signed in with a Basic account, none of those options would be available.

If you're certain that you're signed in with the correct account and you still can't access the appropriate options for your account, visit your Plan page and verify the plan that you're on.

bingamoon

Rich,

I am logged in and had purchased the essential package with 3 TB of storage and i have 1 month of trial period. When i look at my storage capacity it shows that i have 3 TB which confirms that that i have the essential package however the current plan on my main page shows basic. So here is the dilemma, i signed up for essential and they automatically put me on 1 month trial period, and it shows that i have 3TB storage however, the current plan shows Basic. So which is it? so even though i have chosen the essential package but not have the essential membership benefits then what is the trial period good for? it supposed to let you people explore and use the features to decide whether to keep it or not. But if i am restricted to Basic benefits during the trial period how can i evaluate the essential benefits to see how it works for me?

Jay

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

Could you access this page and attach a screenshot showing the plan and quota you're seeing?

Additionally, do you see any confirmed payments (with an invoice and receipt) on this page on your account?

This will help me to assist further.

bingamoon

Hello Jay, here is the screen shot of the email i received from Dropbox when i upreared to the essential membership.

Mark

Ah, you are on a trial @bingamoon. Full support options are only available when you have paid.

Trials do not get the full feature set of support until paid in full.

bingamoon

Jay, here is the screen shot from my account that shows i have 3 TB of storage and i have used ,9 TB so far which means that i had uprated to the essential package to be able to get the 3TB storage.

bingamoon

So Jay, my problem is that after upgrading to the 3TB membership that came with my essential package, i uploaded a folder and shared it with someone else only to get a reply from that person that when he tries to access the folder he gets the following message "

So i checked my account to see what is going on and saw that i have plenty of space left under the essential membership so why this person is unable to access the folder i shared. Then i tried to contact dropbox support and noticed that none of the contact options are available to me so then i used the community help center to find out whats going on. so here we are.... what am i supposed to do Jay?

Jay

Thanks for the info, as you're on a trial subscription, the normal support options aren't available until the first payment is made.

Regarding your query, shared folders take up quota on all accounts, so they would also need to upgrade to join that shared folder, as sounds like it's larger than the 2 GB quota on a Basic plan.

bingamoon

Jay this is getting too convoluted and confusing for me. All i want to do is share my folder with someone else and have that person to make changes and make edits to the items in the folder in this case video files. so how do i do that? does the other person need to have a higher storage account to be able to work within my folder? and if so why? so i need to upgrade and he needs to upgrade in order to be able to share and work out of the same files?

Jay

It isn't possible to share your quota with another user, unless you're on a Dropbox team together. Your Essentials plan (and quota) is for your account only, and can't be shared with another user.

The other user would need to upgrade in order to add a large shared folder to their Dropbox account.

Rich

@bingamoon wrote:
All i want to do is share my folder with someone else and have that person to make changes and make edits to the items in the folder in this case video files.

You did it correctly, but the other user doesn't have enough space available in their own account to accept the share.

https://help.dropbox.com/storage-space/storage-space

does the other person need to have a higher storage account to be able to work within my folder?

Yes, but he's not working in your folder. He would be working in his own copy of the folder, stored within his own account, which would sync back to the copy you have.

and if so why?

Primarily to prevent abuse by people trying to stack accounts to receive unlimited storage.

so i need to upgrade and he needs to upgrade in order to be able to share and work out of the same files?

Yes, if those files will not fit in the available space in the account. Simply put, you upgraded so you have access to 3TB of space. He did not. He can't accept the shared folder that you invited him to because it doesn't fit in the space that he has left in his account.

bingamoon

what is Dropbox team and how do i sign up for it and when i do get the team version does that mean anyone who i give access to my files and folders can work out of the same quota without having to upgrade their own quota?

bingamoon

okay can the other person just access the folder and download the contents on his computer, which is what i really want. all io want is for the other person access the folder download it on his computer. that is why i upgraded my membership to upload my folder and have the other person access and download it. he does not need to do anything in my folder rather just access it and download it however he cannot access the folder due to storage limitation which does not make sense to me if i only want to have someone to get my files.