Hello,
I have at least 4 people that have accepted and downloaded DB from my invitations. AFTER they did, DB suddenly marked them as ineligible. I want my space. Please help.
Hi @Queen22, let's see what I can do to help!
I just sent you an email, in order for us to have a closer look into this. Respond back to me, and we'll take it from there.
Cheers!
@J23 wrote: The laptop has previously had dropbox as it's a shared device.
The laptop has previously had dropbox as it's a shared device.
That would make it ineligible as each referral must install Dropbox on a unique computer (one never having Dropbox before).
Nekojin wrote: After completing this, I log back into my account to check the referral status, and it says "inelegible"
After completing this, I log back into my account to check the referral status, and it says "inelegible"
Its inelegibe because of the fact you havent met the requirements of the promotion - which is that it is installed on to a unique computer. As you have uninstalled your own Dropbox and installed theres and then uninstalled again it doesnt meet that requirement. This has been in for a long long time to prevent abuse.
Hey @renatomichel, I just sent you an email.
I'll be happy to look into this with you. Reply back, and we'll take it from there.
Thanks!
Hey @K0n63n - thanks for using Dropbox and sorry to hear you're having issues with this.
I've just sent you an email to have a further look internally, so please take a glance at your inbox and we'll take it from there.
Hi there, @Richard36, let's jump right into this!
I'm happy to investigate further. I went ahead and opened a ticket on my end for you.
You should be able to check your Community-linked email address for my email. Reply back, and we'll take it from there.
Thanks a bunch!
Hey @SnailMango!
I just sent you an email, in order for us to have a closer look into this. Reply back to me, and I'll be more than happy to investigate.
Hey @Jad Nassar! Were you able to resolve this in the end? If not, let us know and we’ll be glad to further help you.
Hannah, I have the same issue. I recently invited colleagues that have never used Dropbox before, and they showed up as "Ineligible" after signing in from their apps.
Please award us the extra space, as promised in the share screen!
Hi there, @Grizzicle, sorry to see that you're having this issue.
Can you please check this FAQ article, specifically the "Why did I not get my referral reward from Dropbox?" section, to see what might have caused this?
You'll also find possible fixes, so let me know if you're still having this issue after checking everything.
Of course I read the article. I always try everything on my end before posting.
THis isn't on me -- this is on Dropbox.
I would appreciate it if your staff didn't point me to FAQs and pre-written articles. Assume your users are intelligent, resourceful people who have already tried everything on their end. If we are reaching out to you, it means the problem isn't on our end and can't be debugged with available resources. Don't waste valuable time and reply back-and-forth pointing to various articles and docs. Step in and address the issue -- adding the space, since you know the accounts in question -- or provide a way to get in touch!
Sometimes Dropbox flags new accounts as ineligible if there was an older account linked to the same person/device before — it can be a bit confusing when trying to claim referral credits.
I’m writing regarding an issue with your referral system, which I’ve now encountered multiple times.
I’ve been referring my coworkers to Dropbox through the referral program. The email addresses of the referred accounts are [Removed as per Community Guidelines] and [Removed as per Community Guidelines]. Both accepted the invitations, but the status is showing as “Ineligible.”
Since we work at the same company, it may appear that we share an external IP address; however, each of us uses a separate desktop computer with a unique internal IP. It seems that this situation might be causing the issue when referring colleagues within the same workplace. I’ve experienced similar problems in the past, and on those occasions, a support representative manually corrected the status and added 500MB of space to my account.
I would greatly appreciate it if your team could review this referral case, explain why it may have been marked ineligible, and let me know if there’s a technical reason behind the system’s decision. Understanding this would help me avoid running into the same issue again in the future.
Thank you very much for your time and support.
Hi @KimSB, thanks for messaging the Community.
As you've noted, if a user attempts to accept a referral from the same network as the referee, then the referral would be considered ineligible.
In order to prevent this in the future, we would recommend for those users to accept the referrals from a different network entirely in order for the quota to be granted.
If you have any further queries, feel free to message back.
There's not an older account linked to the same person/device. This is verifiably a new person. I know because I saw this person unbox a sealed machine and install Dropbox fresh. There were no previous accounts, no previous invite, no reused email address.I don't want to hypothesize. @Hannah or someone from the team should post the proper solution, or reach out directly, but I admit it's shady that so many people have this problem and don't receive a public followup solution. Why is this so hush-hush? If so many people are experiencing this false positive, then something on Dropbox's end is not working properly. Why not solve it? Play fairly and do what the "Refer a Friend" site promises! 😡
Hi @KimSB,
I just wanted to chime in here and invite you to read our Storage Space FAQs, specifically the one listed under "Why did I not get my referral reward from Dropbox?"
I wanted to just share it in case you or anyone else on the Community finds it helpful.
Hey -- Why are you reaching out to people via email instead of solving this problem for everyone in public? If the cause differs from case to case, can you at least loop back and summarize the reasoning for other people, so we have better visibility and transparency into why this is happening?
Don't point us to articles. Share the specifics regarding actual cases, based on real data.
I've also been waiting days to be contacted. Can you handle this with more urgency please? Some of the people I've been referring are considering moving to paid plans, but if we can't trust Dropbox to do as their marketing says ("Refer a friend and get 500 MB!"), we have to reconsider.
Hey @Jay!Please don't point us to articles. Share the specifics regarding actual cases, based on real data, and provide transparent reasoning behind that real data, like "This person was ineligible because _______." Every case is different, but this kind of response is more proactive than reading FAQ articles. Assume your users are intelligent, resourceful people who have already read these static pages. Because we are.
I've also been waiting days to be contacted. Can you handle this with more urgency please? Some of the people I've been referring are considering moving to paid plans, but if we can't trust Dropbox to do as their marketing says ("Refer a friend and get 500 MB!"), we have to reconsider. Thanks.
Hey @Neal ,
I just wanted to chime in to say that I've had the same issues, and I've read all the FAQs, but still haven't been able to get the space. (The FAQs are mostly useless.)
How about reaching out to proactively solve this issue instead of continuing to harp on FAQs that just restate the obvious? If people are coming here looking for help, they want to actually be helped, not given the runaround to docs.
Grizzicle wrote: Why are you reaching out to people via email instead of solving this problem for everyone in public?
Why are you reaching out to people via email instead of solving this problem for everyone in public?
They often do this when account information is required to look into a matter. And since account information is needed, they often won't loop back to the forums because the issue may be specific for that account.
The most common issues and how to resolve them are described in the FAQ.
Grizzicle wrote: I've also been waiting days to be contacted.
I've also been waiting days to be contacted.
Neither Dropbox Support nor the community managers are available on weekends. If you contacted Support through the link on the FAQ that you were directed to, then reply here with your ticket number and @Hannah may be able to check the status for you.
It sounds like the system flagged the new account as ineligible for the referral program, even though your friend signed up using your link. Since she previously had another Dropbox account under a different email, the system may have recognized that and applied the rules automatically.
Hey @Grizzicle, thanks for your feedback on this.
I do understand where you're coming from, however, like Rich mentioned, issues such as this one along with their causes are usually unique to each user.
That's why access to account specific info is required, which can only be accomplished internally, due to security reasons.
That said, I'd love to help you, but wasn't able to locate a ticket linked to your account.
You mentioned that you're waiting to be contacted; can you share your ticket number so I can investigate this further?
If you don't have a ticket, let me know and I can personally reach out to you.
Hey @Grizzicle, thanks for your comments once again.
I just replied to you on the other thread you posted in.
You can see my reply here and I'll be waiting for yours on that thread.
Hi @Grizzicle,
I understand the frustration. Pleas keep in mind that while many people have the same issue, that doesn't mean it's for the same reason.
We share the FAQ's just in case they can explain why some users are experiencing these issues. For those that it does not help, like you, then it's just as Rich explained.
We try and help these users on support tickets as we need to discuss account specific information that can not be shared on a public forum like this.I'd recommend responding to Hannah and going through the support process so our team can can look into your specific issue as best they can.
Hi @jezz
As far as I know, Dropbox marks as ineligible when the invite is accepted by people using computers on the same network.
I hope @Nancy can help you!
This would mean that even if I recommend Dropbox to my colleagues, that would not qualify for my referrals because we're on the same company network?
That being said, could you at least remove their ineligible status so that I can ask them to retry installing Dropbox somewhere else outside of work?
That being said, can you at least remove their ineligible status so that I can ask them to retry installing Dropbox somewhere else outside of work?
Hi @KimSB, I've sent you an email, please could you reply to it when you get a chance?
Dropbox PlanFreeDeviceLenovo Thinkpad E14 Gen3Operating System/Browser (if using the web)Windows 10Dropbox App Version (if using the app)N/A
Question or IssueMy colleague just bought a brand new mac and I referred him to Dropbox. He created an account and installed the app, but it says that is he is ineligible. He has never used Dropbox before and this mac was just bought from the store. Can you look into it, please?
Hi @zmlekj, thanks for messaging today!
Do you know if your colleague attempted to accept the referral while on the same network as your main machine?
Have you checked the information in this article to see if it applies to them?
Keep me posted!
Hi Jay, we are sharing the same office wifi and both using the same VPN, though we might currently be logged on different VPN servers.The article you shared mentions ineligibility comes from either the user already having a dropbox account or the new user registering with the same computer as me. But neither of these conditions apply, since he's never used Dropbox before and opened his account on a brand new mac.
Thanks for the info. If you're using the same network, then this would be the reason why the referral was deemed as ineligible due to the location.
To prevent this in the future, any referrals would need to accept the invite from a different network entirely in order for the quota to be granted to the account.
Hi Jay, thanks for your reply. I understand that network overlap can sometimes trigger eligibility checks, but in this case, my colleague has never used Dropbox before, he created his account on a brand-new Mac, which is not associated with any prior Dropbox account.
We followed all other standard referral steps correctly. According to Dropbox’s own rules, a successful referral should grant the 500MB bonus.
I would appreciate it if you could review this specific case and ensure that the bonus is applied, as it meets all program requirements. Thank you for your time and assistance.
Hi
I have fallen for the same trap and encountered "ineligible" when referring a family member using the same LAN - Is there any possibility that it can be rectified to enable me to get the bonus storage ?
Hi Megan
Have got the email - thanks
