We are aware of the issue with the badge emails resending to everyone, we apologise for the inconvenience - learn more here.

Forum Discussion

bingamoon's avatar
bingamoon
Explorer | Level 3
24 days ago

Why don't I have access to support on an Essentials trial? Why can't users join a shared folder?

I am a recent user of dropbox and signed up for the essential account. I have encountered an issue and have been trying to reach dropbox support unsuccessfully. Under the support page there are optio...
FAQ
Plans
Share
Shared Folders
bingamoon's avatar
bingamoon
Explorer | Level 3

Rich,

 

I am logged in and had purchased the essential package with 3 TB of storage and i have  1 month of trial period. When i look at my storage capacity it shows that i have 3 TB which confirms that that i have the essential package however the current plan on my main page shows basic. So here is the dilemma, i signed up for essential and they automatically put me on 1 month trial period, and it shows that i have 3TB storage however, the current plan shows Basic. So which is it? so even though i have chosen the essential package but not have the essential membership benefits then what is the trial period good for? it supposed to let you people explore and use the features to decide whether to keep it or not. But if i am restricted to Basic benefits during the trial period how can i evaluate the essential benefits to see how it works for me?  

Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff
24 days ago

Hi bingamoon, thanks for bringing this to our attention.

 

Could you access this page and attach a screenshot showing the plan and quota you're seeing?

 

Additionally, do you see any confirmed payments (with an invoice and receipt) on this page on your account?
 

This will help me to assist further.

  • bingamoon's avatar
    bingamoon
    Explorer | Level 3
    24 days ago

    Hello Jay, here is the screen shot of the email i received from Dropbox when i upreared to the essential membership. 

     

    • Mark's avatar
      Mark
      Icon for Super User II rankSuper User II
      24 days ago

      Ah, you are on a trial bingamoon. Full support options are only available when you have paid. 

       

      Trials do not get the full feature set of support until paid in full. 

  • bingamoon's avatar
    bingamoon
    Explorer | Level 3
    24 days ago

    Jay, here is the screen shot from my account that shows i have 3 TB of storage and i have used ,9 TB so far which means that i had uprated to the essential package to be able to get the 3TB storage. 

     

  • bingamoon's avatar
    bingamoon
    Explorer | Level 3
    24 days ago

    So Jay, my problem is that after upgrading to the 3TB membership that came with my essential package, i uploaded a folder and shared it with someone else only to get a reply from that person that when he tries to access the folder he gets the following message " 

    So i checked my account to see what is going on and saw that i have plenty of space left under the essential membership so why this person is unable to access the folder i shared. Then i tried to contact dropbox support and noticed that none of the contact options are available to me so then i used the community help center to find out whats going on. so here we are.... what am i supposed to do Jay? 

About Create, upload, and share

Find help to solve issues with creating, uploading, and sharing files and folders in Dropbox. Get support and advice from the Dropbox Community.

Need more support

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!