I've had a paid plan and been charged, Dropbox only thinks I'm Basic and won't let me access help

Hi there @goemonburo, sorry to hear about this.

Do you happen to have another Dropbox account, associated with another email address of yours perhaps?

Did you get a receipt in your email's inbox for the recent charge you mentioned perhaps?

Any additional information is more than welcome.

Hi, thanks for the reply, Walter. I see you're Dropbox Staff and hopefully we can figure this out.

I can see that Google Play charged me $127ish for DROPBOX when I look at my bank statement. I do not have Google Play set to use the same email address as my phone uses. But up until now I've been able to open Dropbox on my phone and on my desktop without any problem. And I've had Premium for years with this exact same setup and emails.

But yes, it's a good possibility, if somehow Dropbox has applied the Premium to an account that's using the Google phone's email. But it's angering me that I've been locked out of getting actual real help on a problem (phone, real human chat, etc.) that I should be getting PAID service for. Grrrr. I have no idea what the next steps would be except praying that by purchasing premium for a SECOND time with the other email it will magically work, but THIS, right now, is where I should be getting actual, premium-level help that I've been paying for. Once I've on my own magically managed to solve the issue (or done so via the free community help), THEN finally getting the help I should have now, is really about as abysmal a customer service plan as can be. So I'm pretty darn unhappy with Dropbox right now.

And yes, it looks like I do have a receipt in that other email Inbox for the subscription charge. There's an order number and other such info.

I see what happened, too: I recently switched from the monthly plan (at Dropbox's suggestion) to the yearly plan, to save 15% or something like that.
For some reason, while the MONTHLY plan chugged along fine for years, when I switched to the YEARLY plan, Dropbox dropped me like a hot coal.

Presumably a real human there would be able to look at the account and relink this back together?

Megan

Hey @goemonburo, sorry to jump in here!

Keep in mind that switching your account from monthly to annual, wouldn't cause it to get downgraded. However, I'd love to have a closer look into this.

Can I send you an email, so that we can investigate further?

Yes, you can send me an email. I'd like to get this figured out. And yes, I agree that there's no reason it should be downgraded just because I switched but apparently that's what's happened here.

Jay

Hi @goemonburo, I've sent you an email, please could you reply to it when you get a chance!

Hi Jay, thank you, yes, I got the message and replied. Appreciate any help you can provide.

Hey I purchased a new plan directly from the Dropbox website two days ago, £50 a month for 3 users for my business, but now I'm trying to access it and it's acting like nothing happened, like I didn't pay for anything and I have to say I'm quite annoyed 😕 I've got the receipt but yeah still if you can help me out that'd be much appreciated

Hey @SamWill2000, sorry to hear about this.

Just to clarify, can you use the lookup tool to identify the email address that's associated with your charge?

Is it an exact match with the one you see in your account's settings online?

Hey Walter, tried using the Lookup tool but it none of the numbers on my invoice would work, it has the email I'm using on the receipt though and it's in my inbox for that email so I don't know how it would be for any other email

In that case, may we reach out via email to have a further look internally @SamWill2000?

Yes of course, thanks Walter, do you need my email or have you got it already?

Yeah no worries @SamWill2000 - I've just sent you an email to the email address that's linked to your profile here, on our Community.

At your convenience, please have a look at your inbox and we'll take it from there.

@SamWill2000 Your issue is totally different, would be nice if you'd made it a separate thread so that I'm not tagged in each of these replies. Just for the future, it's good "forum form" to do that. Thanks.

I've paid for a business plan, £57 monthly, the payment has been taken from my bank account and I've received a receipt in my email. For some reason I couldn't log in this morning and it keeps saying that I've only got the basic personal pack, I tried to get assistance here but just got palmed off, tried to tell me my email and payment card were wrong but the receipt stated it was the email I said it was and the charge came out of the one and only card I have, am getting quite frustrated and just want to use the services I have paid for or have my money refunded.

Hannah

Sorry to see that you're having this issue, @SamWill2000.

If you're paying directly through your credit card, can you first try our payment lookup tool?

This will show you the email address associated with the paid account.

Is it the one you're already signed into, or another one? If it's different, that means you have a second Dropbox account.

Let me know what you find and we'll go from there.