Dropbox isn't replying to my elderly parents regarding an inaccessible paid account

Question

Hi there

My elderly parents have been locked out of their Dropbox account for quite some time now, despite continuing to pay approximately €119 annually for the service since 2021.

The account is linked to an old email address that was deleted by the email provider several years ago, which means they can no longer complete the two-factor authentication process required to log in. Because of this, they have completely lost access to the account, yet payments continue to be deducted each year.

What is causing the most frustration and distress is that Dropbox support repeatedly closes their support tickets before they have a realistic chance to respond with the requested information. Since first contacting Dropbox on 5 April, two separate tickets have been automatically marked as “resolved” even though the issue remains unresolved.

My parents are elderly and not computer literate. They do not understand automated support systems or ticket closure timeframes, and every time a case is closed they feel like they are being ignored and forced to start over again. It is causing genuine stress and anxiety.

All they are trying to do is:

• regain access to the account,

• stop further charges while locked out,

• review the subscription and payments taken,

• and update the account email address so they can manage the account properly going forward.

I would really appreciate if someone from Dropbox could review this situation properly and allow enough time for elderly users to respond without automatically closing tickets. We have also requested the opportunity to speak directly with a support agent by phone, but so far have not been able to resolve the matter.

Has anyone else experienced this or found a way to escalate an account recovery or billing issue with Dropbox support?

Thank you.

Jay · Answer

Thanks for the info. As the tickets appear to be closed, I would recommend opening a new one using the link I gave previously.

This would forward the ticket automatically to the appropriate section for regaining access to the Dropbox account.

Alternatively, if the billing is more important than regaining access to the account, you can have them contact the team that handles payments to cancel the subscription using this link.

CaoimheMc · Answer

Thanks so much for your response Jay!

The last ticket that was raised was Ticket #26335282 on Thursday 21st May.

This and another ticket raised on 19th May received no response.

2 x previous tickets had received responses and there was communication back and forth with 2 x very nice Dropbox employees, but as mentioned above these were then marked as resolved when my parents took a while to reply.

Let me know if this is enough information to go ahead with or if you need anythign else from me. We started this process on 5th April - hoping to avoid this year's payment. But payment of 119 euro was still taken out on 1st May,

Thanks for your help 🙏

Caoimhe

CaoimheMc · Answer

Thanks so much for your reply Mark :)

Yes hopefully at least payments can be stopped.