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OTFM-BC's avatar
OTFM-BC
Helpful | Level 6
3 years ago

Family Plan Invite: 'An error occurred'

Greetings, all! I've been through the community posts, Googled, searched Reddit, etc....no luck so far on this one. I've received an invite to a Dropbox Family Plan, but when I try to accept the invite using the "Join" button, it gives me a vague exception at the bottom of the screen: "An error has occurred. Please contact your family manager for help." But I'm on the phone with my family manager, and he doesn't see anything useful on his side.

 

I've gone through the Troubleshooting on the help site (https://help.dropbox.com/plans/troubleshoot-family-plan), but none of those things seem to apply to my account or this situation. I've tried multiple browsers, with/without VPN, cleared cookies, etc. No joy. 

 

Ideas?

Dropbox Family
Onboarding
  • OTFM-BC's avatar
    OTFM-BC
    3 years ago

    UPDATE: my problem has been resolved. Unfortunately, I don't know how, nor the root cause. It got addressed by somebody at Dropbox through a service ticket raised by my Family Manager. They didn't specify what the problem was, only said that it was fixed and asked us to re-test. It worked, so I'm closing this.....but I know that's not very satisfactory for other people facing the same issue. The best I can tell you is to have your Family Manager raise a ticket!

  • OTFM-BC's avatar
    OTFM-BC
    Helpful | Level 6
    3 years ago

    UPDATE: my problem has been resolved. Unfortunately, I don't know how, nor the root cause. It got addressed by somebody at Dropbox through a service ticket raised by my Family Manager. They didn't specify what the problem was, only said that it was fixed and asked us to re-test. It worked, so I'm closing this.....but I know that's not very satisfactory for other people facing the same issue. The best I can tell you is to have your Family Manager raise a ticket!

    • heir1's avatar
      heir1
      New member | Level 2
      3 years ago

      Thanks for making this post!

       

      I had the exact same issue around the same time you did, so I linked to your post when I contacted support. 

      • MichP's avatar
        MichP
        Explorer | Level 3
        3 years ago

        How did you contact support?

    • MichP's avatar
      MichP
      Explorer | Level 3
      3 years ago

      I am having the same issue, i've logged out of all other account, even tried to delete the account I set up to accept the invite to Family plan. I can't find where to get actual help from Dropbox support????

      • Hannah's avatar
        Hannah
        Icon for Dropbox Staff rankDropbox Staff
        3 years ago

        Sorry to see you're having this issue, MichP.

         

        Is it possible for the Family Manager to delete their invite and re-invite you, to see if that helps?

         

        If not, let us know and we'll happily send you an email, so we can look into what's wrong on the backend.

  • Hannah's avatar
    Hannah
    Icon for Dropbox Staff rankDropbox Staff
    3 years ago

    Hey OTFM-BC, thanks for bringing this to our attention.

     

    Can I email you, so we can look into this internally perhaps?

     

    Thanks.

    • OTFM-BC's avatar
      OTFM-BC
      Helpful | Level 6
      3 years ago

      Yes, of course! I've tried a few more ideas since posting, and I'm still getting the same error. I'm assuming you can message me directly via my profile, but please reply here if not. Thanks!

      • Walter's avatar
        Walter
        Icon for Dropbox Staff rankDropbox Staff
        3 years ago

        Hey OTFM-BC, sorry to jump in here, but have you asked your family manager to delete the invite and re-add you to the family account anew?

         

        If you did and still get the same error, please send us a screenshot so that we can have a visual too. 

      • Nancy's avatar
        Nancy
        Icon for Dropbox Staff rankDropbox Staff
        2 years ago

        Hi leadorfn2, and thanks for posting here.

         

        Please note that we don’t have any account visibility on the forum.

         

        Is this user that you mention on an in-app subscription perhaps, or do they have any other add-ons activated on their Dropbox account? 

         

        Also, if there’s any chance you’ve already opened a support ticket, please send me your ticket number here.

         

        Thanks!

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