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How can I support my team's users with Dropbox?

How can I support my team's users with Dropbox?

As your team’s main contact for support, you’re there to help troubleshoot problems that might come up. It’s a big responsibility, but Dropbox Business has the tools you’ll need to keep your team going!

Help, any way you need it

As the first person your team comes to when they have an issue, Dropbox Business has a lot of tools in place to help you solve the issue, from self-support tools like version history and file recovery, to more guided help like the help center and community.

If you’re unable to solve a team member’s problem yourself, Dropbox support is there for you.

We know that sometimes a little human help can go a long way, especially if the self-support options just aren’t enough. Depending on your plan, you’re eligible for different Dropbox support levels. Many support tasks are designed for your team members to manage themselves, like password recovery or version history.

Other tasks explicitly require an admin privilege, like contacting Dropbox via phone. And, of course, any admin can email Dropbox Support at any time.

No matter what issue you run into, Dropbox Business likely has a solution for you.

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Resources for you

Dropbox has several self-guided resources available to you.

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The Dropbox Help Center

The Dropbox help center is a great resource to refer to if someone has trouble understanding how to share a folder or if you need to figure out how to recover an accidentally deleted file. It’s a complete library of content about every product and feature on Dropbox and has troubleshooting content for most issues.

Track down an answer

When issues come up, you’ll need to decide whether it’s something you can address on your own, or whether you’ll need a little extra help from Dropbox support.

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I've got this!

What if your team member accidentally deletes a file or needs an earlier version of a file or folder? You and that team member can use deletion recovery or file history to get it back. Either click the (...) ellipsis next to a file and choose Version history, or click Deleted files in the left sidebar.

If a team member isn’t sure what happened, you can check by generating activity logs to identify user challenges. You can run activity logs on the Activity page of the admin console. If that doesn’t work, be sure to check the help center, community, and Twitter for common troubleshooting questions.

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I need help!

When you can’t find an answer with the self-guided tools, you may need to contact Dropbox support. If you need to restore Dropbox accounts or if a whole network of shared folders disappeared and it’ll require a mass restoration, it’s worth contacting us. Simply visit the Help page of the Admin console to see the support options available to you and your team.

Choose your path

Think of support as a tiered path—always try the many self-help resources Dropbox offers first, but if you can’t find an answer there, then reach out to Dropbox.

And, if you do need help, the easiest way is to contact us is via the Help page of the admin console.

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