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I purchased a plan, but my account still seems to be on a Basic subscription.

I bought a family plan and have a charge for such on my credit card back on August 28th. my account still reads basic and I get asked every time I login to upgrade. I do not have any confirmation from Dropbox about my subscription yet, but I can see the posted charge on my credit card online statement.

any help would be great

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Dell_Dropbox

@cutelilfish77 welcome to the community!

Are there any other emails or Dropbox accounts you have access to that could have been upgraded by mistake?

Mark

Usually this happens when people accidentially have 2 accounts.

How did you upgrade? If it was by card try following https://help.dropbox.com/billing/find-credit-card-charge

cutelilfish77

unfortunately, no. I've only ever had one Dropbox account that is the basic acct. my box was filling up so I wanted to upgrade and the family plan made sense as there are other dropbox users in my family that could benefit.

cutelilfish77

i clicked on the web icon on my desktop and chose family plan and entered my information. I see the charge on my statement (and the rebate thru the card that posted from the purchase) I don't have the pdf statement yet but just the line item that indicates dropbox but no transaction number as of yet.

Megan

Hey @cutelilfish77, let's see what we can find about this together.

Have you tried to contact Dropbox Support directly for this?

If you open an incognito or private window, where you aren't logged into any Dropbox account, you can submit a ticket via this support page.

Once you've sent your request, feel free to send me the ticket number, in order for me to locate it on my end. Having said all that, if you come across an issue, I'll be more than happy to reach out to you instead.

Let me know more!

Neal

Hi @cutelilfish77,

Have you tried using our Look Up tool? This will let you look up the transaction ID of the charge on your credit card to see the account linked to the charge.

I only mention this as it's possible the family plan might have been made on a different email than expected.