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Paying for Plus through Google Play, but shows as Basic plan.

Support team (Lauren) just stopped answering my emails 3 days ago.

I've got no real help from Dropbox support. The only thing they constantly recommend - check that you've paid for your own account/email.

In the latest replies they said there is NO account associated with my email, while I'm LOGGED INTO it on PC and mobile and use it since Jan 2011!!!

It's just insane!!!

And there is no way I can communicate with the support coz I'm on a Basic plan. I can't even see the status and history of the ticket, mentioned #22526072.

Roland.

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Hannah

Hey @serpvect, from what I can see in your ticket now, the issue has been resolved.

If you need anything else, please let us know.

Have a great week ahead!

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Calvin2DBX

Hi @serpvect,

Sorry to hear you're having trouble with payments.

Thanks for providing the details.

I have notified the team internally and bumped the priority of the mentioned ticket.

You will get a reply directly in your account email. Please be sure to check your spam/junk folder.

Keep me posted in case of anything else !

serpvect

Support reacted urgently.
Closed the ticket and advised to contact Google to investigate the issue. It's a shame and a FRAUD to my opinion. Google indicates my subscription is ACTIVE. The next payment date is set. It's not my problem! I just want to get service I'm regularly paying for! And getting nothing in return. Will have to raise the issue to legal plane. Besides, I'm gonna publish the whole case in mass media and over internet. There are a lot of people facing the same problem with Dropbox. Just have a look at your community portal - many topics with exactly the same issues from customers.

Regards, your deceived and disappointed (ex-)customer.

Jay

HI @serpvect, could you confirm if you see any successful payments (meaning both receipts and invoices) for the recent transactions on your account via this page?

serpvect

Yes, a lot of them. Transactions from 2015 to 02/08/2022.

Jay

Okay, so you're saying the payments ended last year in 2022, is that correct? Were you paying for an annual plan or monthly?

A screenshot of the payments page would help me greatly, if you could paste it in your next reply.

serpvect

Last payment on that page is dated 02/08/2022.
I was on a monthly plan lately.
Can't find how to attach a screenshot on mobile. Maybe need to open on PC?

Jay

From what you've described it seems that according to the Dropbox site, the Google payments stopped on that date, so your account should've been on a Basic plan for a while now.

Either the payments have been associated with a different Dropbox account entirely (if another was possibly signed into at the time after the last upgrade was made), or the payments have been failing somehow.

As there doesn't seem to be any payments associated with your account since 02/08/2022, this would be why the support agent recommended that you get in contact with Google directly to resolve this matter.

serpvect

Here is the screenshot you asked for.

serpvect

Google indicates the payment was completed succesfully and the subscription is active. My card charged accordingly. What else should I do to get the service I payed for?! It's a problem of communication between you (Dropbox) and Google, not me, nor my card or bank. Just solve it! It is you who sells your product through Google Play services, so just sort it out! Or stop selling this way, you are misleading your customers this way!!! There are a lot of just exactly the same complaint posts on your community portal, so many people are facing the problem and all you do is just continuing to advise checking if the correct account was payed for! Yes, it was the correct account, coz I have the only one for years either at Google or at Dropbox.

Hannah

Hey @serpvect, from what I can see in your ticket now, the issue has been resolved.

If you need anything else, please let us know.

Have a great week ahead!

qwikflash

This is exactly what I have going on. I have been a customer of Dropbox for 10 years. It now says I'm out of storage and on the basic plan. I get receipts showing i have paid every month for the last ten years. No one at Dropbox want to help me. I am considering clicking the "upgrade" link and paying another $10/month then canceling the original. I am just afraid to lose all those files that are stored in their cloud.

I have had no luck with support. Have you had any resolution to this problem?

qwikflash

I have been paying for Plus for over 10 years. I get a statement from Google Play at the end of every month for a decade. It says that I am "out of storage" but I know that I pay for plenty of storage. (3GB) My credit card was just charged two weeks ago.

I tried contacting support but they won't help. The chat advisor just says to create a ticket and someone will reach out. That's not true. I got in contact with the sales dept. They are useless too. They can't even point me in the right direction. I have thousands of photos & files backed up in Dropbox servers. I can not afford to lose them. The support service is so bad.

Is there anyone that can help me?

Thanks

Summary

- I pay for Dropbox Plus $9.99 monthly through Google Play

- In Dropbox settings it shows that I am on "Basic Plan"

- Dropbox has not synced my devices for two months

- I keep getting messages on my devices saying "Out of Storage"

Rich

@qwikflash wrote:
I tried contacting support but they won't help.

What is the ticket number you received? If you don't have one and haven't opened a request with Support, you need to.

Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

https://www.dropbox.com/support/billing-issues

The chat advisor just says to create a ticket and someone will reach out. That's not true. I got in contact with the sales dept. They are useless too.

If you weren't signed in to a paid account, then the chat advisor you reached was likely just the chat bot. Also, the Sales team has no access to your account information so they cannot provide support. All they can do is point you to the Support page, where the options available to you vary based on the account you're signed in with when visiting the page.