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Forum Discussion
Live chat button does not work
Hello-
I have a paid personal account and the live chat button is available to me for support. Unfortunately when I chose the button for English nothing happens at all. Does anyone know how to use live chat? I have tried it in Chrome, Internet Explorer and incognito, nothing.
I am having the same problem. Google chrome. I am signed into the Chrome browser, as I do every day. The button is "dead" - it doesn't do anything when it is clicked.
- Hannah
Dropbox Staff
Thanks for letting us know about this, lbrindise.
Have you tried to also clear the cache on your Google Chrome browser, to see if that helps?
Same issue.
Cleared cache, tried different browsers, incognito, etc. Problem continues.
What's going on here, Dropbox?- Megan
Hi jameswjesso, welcome to our Community!
Do you get any specific errors when trying to contact our Support team via chat, or it simply doesn't work?
In the meantime, you can always let me know more about the issue you're experiencing just to have a clear idea about that.
Keep me posted, and we'll take it from there!
Hi Megan.
No error. It just doesn't do anything when I click on it.
My issue is that I want to switch my billing from annual to monthly, but there is no option to do so in my settings. Even the instructions in your knowledge base are inaccurate, as what they describe does not exist.
Lol, it's been 1.5 years and this is still happening. No support chat ever. Do you think they know this??? that this is the reason they're not getting any chats? Wish I could just talk to someone.
- Jay
Hi cmcintoshphoto, we've not received any reports about the chat button not working.
Could you try switching browsers to see if this helps? Otherwise, you can try using incognito/private browsing mode without any extensions running, clearing your cache and even resetting your browser entirely.
If need be, you can contact the team via email, depending on your plan.
I've tried all of those things, Jay. I've also submitted at least 3 email tickets and haven't received replies.
I've tried multiple times in the last few weeks to submit a support ticket, I need to merge my accounts as one of them is under an email of an expired domain. I haven't received confirmation emails (submitting them under my email I do have access to) and haven't received any replies at all. The "chat now" feature frustratingly does nothing so I can't even chat with anybody.
- Walter
Hey cmcintoshphoto - sorry to hear you're having issues with this.
Could you please let us know your ticket's ID so that we can look it up in our system?
Also, if you've tried clearing your browser's cache or using another browser and the issue with the chat persists, please let us know here so that we can reach out from our end to assist further.
On a side note, there's no way to merge two personal accounts at this time, but you could probably use a share folder to transfer the data from one to the other one if needed.
I hope this helps a tad and please keep us posted!
