FAQs

Dropbox offers two distinct types of add-ons, each with specific rules and limitations:

Types of Add-ons

Storage pack add-ons

• Applicable only to Advanced Server Integration.

• Can be toggled on or off (quantity must be either 0 or 1).

• Only one storage pack can be active at a time: either 10TB or 50TB.

Regular Add-ons

• Available for Standard, Advanced, and Education SKUs.

• Must match the exact quantity of the parent SKU (e.g., if the parent SKU has 50 seats, the add-on must also be set to 50).

Common Add-on Conflicts

Storage Pack Conflicts

Only one storage pack (10TB or 50TB) can be enabled per subscription.

Feature Overlap Conflicts

• Data Governance and Extended Version History cannot be activated simultaneously.

• Reason: Data Governance includes Extended Version History, making the latter redundant.

Add-on Lifecycle

Additions

• Take effect immediately.

• Are co-termed with the parent subscription.

• Prorated at a daily resolution.

Removals

• Are not refunded or prorated.

• Take effect only on the next 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), 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 responsible for providing the resellerID and can be contacted for assistance.

Similar to end resellers, distributor representatives can create an account in the partner portal. During onboarding, if the provided email domain and country match an existing resellerID, the user is automatically associated with that reseller account.

The partner portal offers limited functionality: users can only view team information when the end reseller ID matches the resellerID linked to their logged-in account.

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 does not 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 transition a channel team to self-serve at any time using the Dropbox Reseller API. If the request is submitted within the 14-day grace period, a refund will be issued.

Customers should consult their designated CloudBlue Technical Account Manager, Vendor Business Manager, or Cloud Success Manager to understand the specific process. The general flow is as follows:

1. Initiation: The distributor sends a request to move the team to self-serve, either via the marketplace button or a manual API call.

2. Suspension: The team enters a suspended/locked self-serve state.

3. Customer Prompt: Admin users are prompted at login to either:

   • Disband the team (permanent deletion of all shared folders), or

   • Reactivate the team using a credit card.

   Important: Disbanding a team is irreversible and results in the deletion of all shared folders. Once a team is moved to self-serve, the only way to return to the channel model is through 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: Additional license seats are applied immediately. They are co-termed with the existing subscription and billed on a prorated basis, calculated daily.

Seat downsizing: Reductions in license seats are not eligible for refunds or proration. They take effect at the next renewal date, unless the customer is within their grace period—in which case, the changes are applied 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 and a refund is processed, reinstating the team will incur 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 provides a 14-day grace period for the cancellation of newly created teams and subscription renewals. No refunds are issued after this period.

License reductions during the grace period take effect immediately and involve two billing events:

• A refund is issued for the original license quantity for the remainder of the billing cycle.

• The new, reduced license quantity is charged for the same remaining period.

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 renewal set to true.

Auto renewal can be turned off via an API call; CloudBlue Connect has the capability to support this. Please contact the relevant representative 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.

Dropbox offers a two-week refund window for both new subscriptions and renewals. During this period, customers may cancel and receive a prorated refund for any unused time. Here's how it works:

Cancellation Within Two Weeks:

If a customer cancels within 14 days of purchase or renewal, Dropbox issues a refund for the unused portion of the subscription. Time already used is not refunded.

Example:

A customer renews their subscription on May 15 and cancels on May 18.

• May 15: Full renewal charge is applied.

• May 18: Refund is issued for 361 days (out of 365).

• Net result: The customer is billed for 4 days of usage (3 full days + partial 4th day, rounded up).

After the Two-Week Window:

Refunds are no longer issued automatically. This policy serves primarily as an error-correction mechanism, allowing resellers and customers to reverse unintended renewals.

Best Practice for Resellers:

Dropbox recommends canceling subscriptions just before renewal rather than immediately after, if the service is no longer needed.

Limitations:

• This refund policy applies only to full subscription cancellations.

• Upsells or add-ons purchased mid-term are not automatically refunded if downgraded.

• Dropbox may manually process refunds in exceptional cases, but this requires strong justification.

SKU Changes During Refund Window:

It is technically possible to cancel and then reinstate the team under a different SKU within the refund window.

Dropbox will invoice the distributor or direct partner.