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Allow us to resize the chat window. Also, my files have been deleted after 30 days. How?

Make the chat window to have ability to pop out and move to another screen if necessary. It's crazy to not have this capability when most chat windows allow resizing, pop-out, etc. so your reps and the customers can see what is being typed versus a tiny window that cannot be resized. This should have been done years ago, especially given you will NOT talk to anyone that isn't a paid business subscriber, no matter the reason. In my case my plan is all screwed up and i'm being charged $199 a year and my data gets deleted after 30 days?!? Also have a TBI and you guys have created so much difficulty just trying to get basic answers as to why and how this occurred.

Since you will not talk to customers even with the professional plan and the one higher, please fix the chat box so it can be moved out of the way and/or at least resizable within the app window at a minimum.

Thanks

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STI2

oh one last comment. Get the dang BETA version off the Microsoft Store!

Mark

STI2 wrote:
you will NOT talk to anyone that isn't a paid business subscriber, no matter the reason

They will - support is available to ALL paying customers, however, if you are trying to do so today it wont work as its Monday through Friday only (note as its a bank holiday it may also be closed Monday).

STI2 wrote:
data gets deleted after 30 days?!?

It doesnt? I have data on mine which has been here for years and years.

What exactly is the issue so people can try and help.

Megan

Hey @STI2, thanks for posting here!

Would you like to share some additional details in regards to your files getting deleted?

Have you tried any troubleshooting on your end? I'm asking, so that we can be aligned before we proceed.

As for our chat window, rest assured; I'll forward your feedback to the appropriate areas so we can continue to improve.

Looking forward to your reply!

STI2

Hi Mark,
Yes I have multiple cases that were opened then closed prior to the issue being fixed of which I have many. I started with free dbx, then upgrade to Plus, then a business trial (then learned no phone contact unless paid version is bought), then "downgraded from business version trial to Professional version (180 day data retention before deletion from trash), I'm getting 30 days and have been since I was on the Plus plan and have been paying double for this. I need the 180 days as I made some mistakes and unlinked some computers. It's all in a case now I'm dealing with someone on. The Beta Version I was on for who knows how long was the only option on the Microsoft Store and probably still is. Hoping these issues will be fixed in my account as the layout is still very similar to the business plan with teams on it. Thank you!

Mark

STI2 wrote:
Yes I have multiple cases that were opened then closed prior to the issue being fixed of which I have many

Do you have the ticket numbers at all?

STI2 wrote:
180 day data retention before deletion from trash

Were you on a trial at all for this? Often a lot of the benefits of upgraded accounts do not count unless you've paid - so trials are excluded (same as phone support). Still not 100% sure on what does/doesnt count on this but wonder if that's case here?

STI2

No I wasn't on a trial at the time. I was paying for either the professional or what I thought was a premium license with a lot longer retention policies.

Walter

Hey @STI2 - sorry to jump in here, but do you happen to have any ticket ID for us to look up in our system to make sure we're on the same page?

STI2

sure. Check 23376265, 24913973, 2499565, 24970189, 25021709, 25000983. Microsoft and Dropbox are blaming each other for the file encryption but dropbox has not helped near as much as microsoft now at this point. My plan, benefits, and support are mixed up and the subscription appears to not have been implemented correctly when I ended the business trial. I can still add team members and so on yet the admin section is missing. it should be in those reports but I don't want it all public obviously.
At this point and a year later without resolving it I wonder if anyone cares to really help me. I've been a subscriber basically since dropbox started. Not happy with support though many are helpful and kind. I just need someone to call to fix the account problems and all the missing linked pc files that I should still be seeing since they were only unlinked a month ago. Thank you

Hannah

Hey @STI2, thanks for the additional info and the ticket numbers.

I can see that your most recent and active ticket is ticket 25000983; I would advise following up with the agent on this ticket, so that they can determine the appropriate action moving forward.

I understand this is a pretty complicated case and it can definitely be frustrating trying to fix or figure things out, but as long as you follow up with the agent working on your case, they will provide the appropriate steps or forward the case to a specialized team, if need be.

STI2

I'm getting nowhere unfortunately so really would like some upper level support here.

Hannah

Hi there, @STI2.

If your case requires to be looked into by our specialized team, the agent working on your case, will take care of that.

For now, please make sure to follow their guidance and suggestions so that you can get to the bottom of it the soonest possible.

STI2

Hi Hannah, I have been continuing with one rep yet I don’t have any more time It’s been months and still no resolution even for the simple account subscription retention.
How many level of support do you have there and why is this difficult? I was told I’d have to manually re-add devices that were unlinked now almost two months ago. I first reported this within the 30 day window.
this should be reversed back to when I subscribed to Dropbox professional. Nothing in deleted files and folders is older than 4-9-25!