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Cannot upgrade my account after getting converted back to an individual account from a team one

Hi everyone,

I’m posting here because I’m currently blocked from working due to a Dropbox account issue and I’m looking for advice or similar experiences.

Here’s what happened, step by step:

I had a personal Dropbox Essentials account
I was temporarily added to a Dropbox Business team
As expected, Dropbox automatically cancelled my personal plan
I was then removed from the team and converted back to a personal account
Since then, my account is stuck in a Basic state

Now the critical part:

I tried to upgrade back to a paid plan twice
Both times the bank confirmed payment authorization
Dropbox shows errors like “invalid value”
The plan is not activated
I can access files via browser, but local sync and shared-folder workflows are broken, which effectively blocks my work and my Basic account does not have enough storage for my files

It looks like the account is in a corrupted state between Team billing and Personal billing.

I’ve already opened a support ticket, but in the meantime:

Has anyone experienced this exact Team → Personal → Basic limbo?
Is there a known fix besides waiting for manual intervention?
Would migrating to a new account be the fastest safe solution?

Any insight is appreciated — this is a professional blocker, not just a billing annoyance.

Thanks in advance.

Andrea

Dropbox Plan
(Essential? basic? Professional? don't know anymore)
Payment Method
(applepay.)
How did you upgrade?
(I wish I did)

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AndreaAS

PS I've been a user for like 15 years or so, and being downgraded to level 1 with no ability to have a direct line with humans, because BASIC accounts just CAN'T it's humiliating

Hannah

Hi there, @AndreaAS, thanks for bringing this to our attention.

If you were converted from a team member to an individual Basic account, you shouldn't be having an issue re-upgrading.

So, I would definitely suggest reaching out to our support team.

To do so, open a private browsing window and without signing in to your account, go to this page, fill out the form and send your request.

Let me know once you have your ticket number.

Thanks!

AndreaAS

Hi Hannah, already opened 2 tickets #25996054 and #25995701

Hannah

Okay, Andrea, from what I can see, you've opened 4 tickets.

I will go ahead and close the 3 and reply to the one where you provide the most info.

I'll see you there!

AndreaAS

Hey, it's been 6 hours already can you please help me out

Jay

Hi @AndreaAS, thanks for your message.

We appreciate your patience in relation to this matter.

The support agent will get back to your ticket as soon as possible to assist you with the upgrading problem you're experiencing.

AndreaAS

Hi Jay, do you have any news or ETA on the feedback? I'm in the middle of projects and I'm basically cut out, I'm being damaged seriously

Jay

Hi @AndreaAS, currently, I don't have any update on this matter.

I've gone ahead and prioritized the ticket to expedite your request.