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already paid the bill, but the dropbox plan is still basic

hello, i have a problem with my dropbox. i usually pay dropbox every month. pay through googleplay.

But this time is not like usual. after paying the bill, my dropbox plan remains on the basic plan. even still told to upgrade the subscription plan.

Besides that. when I open dropbox on my phone, it keeps loading, can't enter my dropbox.

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Jay

Hi @Yusuf_123, thanks for bringing this to our attention.

It sounds like the last subscription didn't go through on the Dropbox mobile app, if you're not seeing the transaction on your Dropbox account.

Were you charged by Google Play in your bank account? Have you been in contact with Google or the bank regarding the transaction?

This will help me to assist further!

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Yusuf_123

I always pay my bill every month. From April, to this August. But there is no history or billing activity on the /www.dropbox.com/manage/billing website. why is this? but on googleplay it shows the payment history.

It doesn't seem possible that my account paid it wrong. because I have had dropbox plus access for several months.

Jay

Hi @Yusuf_123, thanks for bringing this to our attention.

It sounds like the last subscription didn't go through on the Dropbox mobile app, if you're not seeing the transaction on your Dropbox account.

Were you charged by Google Play in your bank account? Have you been in contact with Google or the bank regarding the transaction?

This will help me to assist further!

Yusuf_123

hi jay, yesterday I tried to refund through google play store, and it was successfully refunded this morning. then I tried this morning, paying through dropbox and it was successful. thank you. I was worried yesterday, because of unusual problems. And now my account is successfully dropbox plus.

Jay

I'm glad to hear that it was resolved. If you need any further assistance in the future, please let me know.

Enjoy your week ahead!

Kan34

My subscription had lapsed as the credit card provided was canceled. I updated the credit card info and made the payment. But I still can not get access to my full subscription. Non of my files are shown when I log in and it shows only 2GB storage and offering me to upgrade.

Hannah

Hey @Kan34, thanks for reaching out to us today.

If your payment was successful, but you see a free account with 2 GB and no files inside, it's possible that you created and signed into a new account instead of signing into your existing, paid one.

I would suggest adding your billing info here, to find out the email address linked to your paid account and compare it with the one you see for the Basic account; are they different?