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I cannot access email support with my paid Plus account

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Plus
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Question or Issue
Hi! I want to email a question to support. When I go to http://www.dropbox.com/get_help, it says my support options include email, but I only have access to the chatbot. The chatbot is unable to answer my question. How do I email a human? Thanks!

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Rich

snynet wrote:
When I go to http://www.dropbox.com/get_help, it says my support options include email, but I only have access to the chatbot.

Are you sure that you're signed in with the correct account? Visit the Plan page and make sure it shows Plus as your current plan. If it says Basic, you're not signed in to your Plus account.

snynet

Thanks for the quick reply! Yes, I do see "Dropbox Plus - 2 TB" when I follow that link to the Plan page.

Rich

snynet wrote:
Yes, I do see "Dropbox Plus - 2 TB" when I follow that link to the Plan page.

Take a screenshot of the options you see on this page and reply with it here. If you see the various support categories, select one that's relevant to your issue and take another screenshot, please.

Also, if the issue isn't account related, we might be able to help you here if you care to describe the problem.

snynet

Thanks, I might start a new thread on my other question that got me started looking for email support. For now, I'll settle for just figuring out how to reach email support.

Here's what I see at that link. I scrolled down a bit to where the options are. Remnants of my chat with the bot are at the top.

If I go "Help center" -> "Organize", I see various help articles, but no email form:

If I go all the way and pick "Contact support", it takes me back to the /get_help screen pictured at the top.

Mark

Are you on a Trial @snynet ?

I dont believe Trial users can access support until they've paid.

snynet

Nope, been paying for Plus for a few years now. Even used email support once before.

Do I take it y'all can see the email support form on your end just fine?

Hannah

Thanks for bringing this to our attention, @snynet.

Are you still having this issue?

Have you tried logging in to your account from another browser, to see if you get different results?

snynet

Yep, still having the issue. Tried Chrome, Firefox, and even the Android app. Same results on all three.

Megan

Hey there, @snynet!

I just went ahead and created a ticket on my end for you. Reply back to me with your question, and we'll take it from there.

Thanks a bunch!