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Forum Discussion
Our Family manager accidentally joined another team and now we can't access our files.
Hello team,
One of our external collaborators started a free trial and invited as on our Family Account email address. After we accept the invitation, we see that we got refunded for the Family Plan and the Collaborator is now admin on all our dropbox content and we lost access to the online dropbox files.
How is possible that our account after accepting this invitation got suspended and he become admin on our dropbox? Can someone from support help us here as we and our family members cannot access our files? Account : The One Mind.
Thank and appreciate!
- Walter
Dropbox Staff
Hey there Oana Chitu - sorry to hear about this.
Were you the owner of the Dropbox Family plan or someone else?
Did any member of the family accept an invitation to a Dropbox for Business team account perhaps which could lead to what you described?
Since you got refunded the family plan this must have happened, but please confirm this with us please.
Have you tried reaching out to the external collaborator you mentioned by any chance?
Let us know more and we'll take it from there.
Hi Walter! Appreciate very much your help. This is the situation:
We are in good contact with the external collaborator but at this stage we would not know how he could be helpful.
The collaborator signed up for a trial 10TB account with one of this email addresses: ([removed] / [removed]). Then he invited the adminstrator ([removed]) of our family dropbox to his trial version. Of course we could not never guessed that this will create an avalanche. The result now is that we ([removed]) have become a simple team member of his account but are not administrator anymore of our dropbox family plan and none of our Family members can access anymore our dropbox.
What we want to ask you is: to rewind the status of dropbox plan/ account/ access of [removed] as it was until 26th Jan 2025. Please find enclosed our last invoices for our family plan.
You should also everything in the ticket no. 24709368. Looking forward to have this solve fast as we are completely stuck with our work.
[personal information removed per the Community's Guidelines]
Hi Walter! Appreciate very much your help. This is the situation:
We are in good contact with the external collaborator but at this stage we would not know how he could be helpful.
The collaborator signed up for a trial 10TB account with one of this email addresses: [removed per Community Guidelines]. Then he invited the adminstrator (mark [removed per Community Guidelines] of our family dropbox to his trial version. Of course we could not never guessed that this will create an avalanche. The result now is that we (mark@ [removed per Community Guidelines] have become a simple team member of his account but are not administrator anymore of our dropbox family plan and none of our Family members can access anymore our dropbox.
What we want to ask you is: to rewind the status of dropbox plan/ account/ access of [removed per Community Guidelines] as it was until 26th Jan 2025. Please find enclosed our last invoices for our family plan.
You should also everything in the ticket no. 24709368. Looking forward to have this solve fast as we are completely stuck with our work.
- Nancy
Thanks for sharing more details with us, Oana Chitu.
I was able to locate your ticket and I’ve left an internal note for you, as well; our support agent will review all the info you’ve shared with them (and the details you’ve posted here on the forum) and reply back as soon as possible.
