FAQs

Dropbox Business is much more than just secure storage - it is a smart, seamless way to optimize your existing work flow.

Dropbox Business allows your team to take work anywhere, syncing all important files across all their devices. Powerful admin tools help you stay on top of your account and take control of your organization’s information. Shared folders and links help keep everyone up to date, effortlessly. With Dropbox Business, team members can work together like they're sitting right next to each other — even when they’re halfway around the world. Finally, all your tools, content, and collaborators are now accessible from the same place.

Companies are using Dropbox Business every day to meet the demands of the digital age, where speed, efficiency and data security are key. Over 450,000 business customers globally trust Dropbox Business as a secure, agile work environment. Get your business on Dropbox Business now, and bring together content, tools, and team members.

There are 2 types of Dropbox add-ons:

• Storage pack add-ons: These only apply to Advanced Server Integration. They can only be enabled or disabled (quantity 0 or quantity 1).

• Regular add-ons: These are the rest of the add-ons that apply to the Dropbox Standard, Advanced and Education SKUs. These add-ons must exactly match the quantity of the parent SKU.

Two kinds of add-on conflicts may commonly occur:

• For Storage Pack add-ons, only one storage pack can be enabled at a time (either 10TB or 50TB).

• For Data Governance and Extended Version History add-ons, it is not possible to activate both add-ons under the same subscription as Data Governance includes Extended Version History.

Add-on additions are effective immediately, co-termed, and prorated at daily resolution.

Add-on removals are not refunded or prorated; they take effect at the renewal date.

Every Dropbox subscription is mapped to a 'team' on the Dropbox side. These are unique vendor identifiers that are used to track subscriptions.

A Distributor or Direct Partner may have more than one Marketplace.

It is common for Partners to have different instances of Marketplaces across different regions.

Dropbox provides free online Partner Training which teaches potential Partners how to sell (Dropbox Certified Sales) as well as to deploy and administer (Dropbox Certified Admin) Dropbox Business. You can become a Dropbox reseller here.

Yes, all Resellers must sign up for a resellerID via the Dropbox Partner Portal.

For CloudBlue Partners, Customer Success Managers are the ones responsible for providing a resellerID and can be contacted for this purpose.

Much like end resellers, individuals at a distributor can create an account in the partner portal. During the onboarding steps, if the email domain and country they provide matches an existing resellerID, they are added to that reseller account.

There won’t be much functionality available to Resellers in the Portal however; they will only be able see team information when the team’s end resellerID matches the logged in partner portal account’s resellerID

Yes, the same resellerID can be used in more than one Distributor Marketplace.

Yes, Resellers can test their environment’s compatibility with Dropbox products while keeping in mind the following:

• All teams created for testing must contain the word “test” in the Customer’s name.

• All teams created for testing will renew every 24 hours.

• All teams created for testing will automatically be deleted after their 15th renewal (15 days after creation).

This is a unique customer identifier given to every Dropbox team.

For example: dbtid:AAAbubLIBGTL4ikoSE3_DYRhPh9ND8H4Alw

• Dropbox doesn’t update/remove this id. It is automatically created when a Reseller team is provisioned.

• This ID can be found in the Dropbox Partner Portal and within most Distributor Cloud Marketplace platforms.

Yes, admin customers can designate other admin users through the Admin Settings, or Resellers can log in as an admin via the Admin Link feature* available on most distributor CMP platforms.

*Note: End customer needs to enable the Admin Link feature to give a Reseller access to their admin settings.*

Yes, if the requested new Reseller also transacts with the existing Distributor, the existing Distributor can complete the migration.

If the new Reseller transacts with a different Distributor, the customer will need to contact channel-cmp@dropbox.com for assistance.

Yes, Distributors can move a channel team to self-serve at anytime via our reseller API. A refund will be issued if the API request is sent to Dropbox within the 14-day grace period.

Customers must check with their respective CloudBlue Technical Account Manager/Vendor Business Manager/Cloud Success Manager for the exact process flow; the general process flow is as follows:

1. Request to move team to self-serve is sent via Distributor marketplace button or manual API call by distributor.

2. Team is placed in a self-serve suspended/locked state.

3. Customer Admin users will be prompted at each login to either disband team or reactivate with Credit Card.

**Disbanding a team is permanent and all shared folders will be deleted.

**Once a team is moved to self-serve, the only way to bring it back to channel is via a team merge.

Team merge is the only way to bring a previously deleted Channel team back to Channel. It refers to the process of merging a self-serve team into a Reseller team or into another self-serve team, and can be requested by following the steps below.

1. Reseller/customer reaches out to Channel-ops@dropbox.com and requests that the self-serve team be upgraded to a trial.

2. Reseller purchases a new channel team with deleted channel team’s license count +1. The new team needs to be purchased with an email address not tied to the deleted team or any other Dropbox team.

3. Reseller advises customer on completing the merge following instructions listed on this page.

Seat upsizing: License seat additions are effective immediately, co-termed, and prorated at daily resolution.

Seat downsizing: License seat decreases are not refunded or prorated; they take effect at the renewal date unless the customer is in their grace period, which is when they are effective immediately.

Yes, Dropbox has an API endpoint called “Cancel” which Distributors can call to put a customer team in a locked state.

Service can be reinstated via the “reinstate” API call'; most Distributors have a UI that calls these endpoints within their marketplaces.

**HelloSign teams, however ,cannot be suspended and reinstated.

Suspensions

• If a team is suspended within the grace period a prorated refund is applied.

• If a team is suspended (resulting in a refund) then reinstating it will result in a new charge.

Cancellations

• Dropbox teams can be canceled at any time during their life cycle.

• Canceling a team is not reversible.

• A team that is canceled reverts to the free version of Dropbox, team settings are lost and space quota is reduced, but individual files are not destroyed.

• If a team is deprovisioned within the grace period, a prorated refund is applied to the invoice.

Once a subscription expires, it remains suspended for a certain number of days before it is deleted from Dropbox. Trials remain suspended for 7 days while paid subscriptions have 30 days of suspension before being deleted.

Dropbox grants a 14-day grace period to allow for the cancellation of new teams as well as renewals. After this grace period, there are no refunds.

During the grace period, downsells are effective immediately using two billing events:

• The original licenses’ quantity is refunded for the remaining billing cycle.

• The new specified quantity of licenses are charged for the remaining billing cycle.

Yes, Dropbox and HelloSign are treated as two separate products with unique teamIDs.

The most common reason for a new order to fail is that the admin email provided is linked to another Dropbox team as an admin or member.

If a team was recently deleted, the admin on the self-serve team will need to disband the team before any team members are allowed to be added to a new team as a member or admin.

Yes, net new orders and renewals can be canceled or altered within 14 days from the date of the order for a prorated refund.

Yes, a welcome email is sent to the admin email provided upon team creation. If the email is sent to the wrong email, Connect has the capability to resend the welcome email to the correct email via the re-send activation email feature.

Yes, by default all Dropbox teams provisioned have auto renew set to true.

Auto renew can be turned off via an API call; CloudBlue Connect has the capability to support this. Please contact the relevant Product Manager at CloudBlue for further information.

No, Dropbox leaves it up to the Distributor/Partner to communicate to the end customer about their upcoming renewal.

Dropbox Business uses a Reservation Price Model that requires payments to be made upfront, and mainly offers three billing options:

• Annual pre-paid

• Annual commitment with monthly payments This has the same annual total cost as the annual pre-paid billing option. Also, an early termination fee for 100% of the remaining term applies.

• Monthly

Yes. The pricing lists may vary depending on the region and the currency supported by the marketplace.

Please check with your CloudBlue Techincal Account Manager/Vendor Business Manager/Customer Success Manager for the most current pricing information.

Customer orders for Dropbox are billed based on their renewal dates.

Products are billed based on the date they were ordered and are pro-rated daily to the next customer renewal date.

Customers have 2 weeks to cancel the subscription without getting charged when purchasing a Dropbox Subscription. The same applies for renewals too.

To be clear, the two-week cancellation period allows for a prorated refund. The unused time is refunded; the consumed time is not. So, if a customer renews on the Cloud Market Place (CMP) on May 15th and cancels on May 18th, the resulting Reseller’s invoice is:

• Charge for renewal on May 15th for full amount

• Refund on May 18th for 361 days

Net result of these two events would be 4 days of usage (3 full days + hours on the 4th day, rounded up in days). After that window, there is no refund issued automatically.

This is really an error-correction mechanism; Dropbox encourages Resellers to cancel shortly before renewal rather than immediately after, should they no longer wish to use the service.

Note that this only applies to cancelling the subscription as a whole after purchase or renewal; individual upsells made during other periods in the middle of the term are not automatically refunded if downgraded.

Operationally, Dropbox has some limited capacity to manually refund items to invoices in extreme cases, but this would require significant justification.

It is also technically possible to cancel then reinstate the team on a different SKU during this refund window.

Dropbox will invoice the Distributor or Direct Partner.