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Being billed for Plus but it says Basic.

Hi, I am currently being billed for Plus and have done so for years but now Dropbox says I am on the Basic plan which doesn't make any sense. It might be because a few months ago someone from another company shared a folder with me but somehow I got added to their company Dropbox. They recently rectified that and removed me from their company Dropbox. Please can someone urgently prioritise fixing this as I need to use my Dropbox and it says it is full. I have logged a query on with your support. Thanks Megan

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Megan

Hi @MeganLittle, how are you today?

Is it possible that you upgraded a different account than the one you're looking at?

Have you tried using our self-serve look-up tool, in order to locate the Dropbox account linked to the charge, and identify if it's a different one?

Feel free to also let me know your ticket number, in order for me to locate in on our system.

Keep me posted!

All comments

aceofspades

I received your email and I responded and have been waiting for your updated response.

escapium

First of all, terrible service if you want to speak with the support team. No options at all, and the chatbot is not forwarding the question/problem to an agent. This is something what you should change, especially if you are a paying customer.

We are having an (paid) account, but the website is not recognizing the email matching to the account.
I do not want to provide the details in here, so how are you going to help me?

Megan

Hi @escapium, let's have a look!

Is it possible that you upgraded a different account than the one you're looking at?

Have you tried using our self-serve look-up tool, in order to locate the Dropbox account linked to the charge, and identify if it's a different one?

Did you upgrade via the Dropbox site directly, or on the mobile app?

Keep me posted!

Pinkrunners

Hi

Im hoping someone can help me. In april this year i signed up for dropbox plus and a significant amount of photos and videos of our new baby. 2 weeks ago my phone was sent back to the.manufacturer due to a software fault. I checked before the phone was sent back and all my photos were backed up. When i received the phone back all my photos were gone and my dropbox account is saying i have dropbox basic not dropbox plus. I pay the subscription through the google play store so not sure who to contact about this. Wondering if anyone had any advice

Megan

Hey @Pinkrunners, welcome to our Community!

Is it possible that you signed into a different account than the one you had upgraded before?

If I were you, I'd use our self-serve look-up tool, in order to have a clear idea which account is linked to the charge.

It is possible that you might not be able to locate the charge, since it was made from Google, but no worries, this is why we are here.

Give it a go, and let me know what you find.

Pinkrunners

Im not sure as i may have a second account but its linked to an old email address that i dont have access to
Is there any way of finding out what account is linked to the payment. I pay via the google play store

Pinkrunners

Or can you check if the email address i am thinking of has an account attached to it. If it doesnt then it relates to my current dropbox account

Megan

Hi @Pinkrunners, can I send you an email, in order for us to have a closer look into this?

Pinkrunners

Yes please do

Jay

Hi @Pinkrunners, I've sent you an email, please could you reply to it as soon as possible!

Pinkrunners

Transaction id sent via email

Pinkrunners

This issue hasnt been resolved can someone please contact me

Megan

Hi @Pinkrunners, I checked your ticket number, and I can see that your case is still active, and is being worked on.

Thank you for your patience, and hold tight, and the agent working on your case will get back to you as soon as possible!

juin

I am a Korean user. Does anyone know the dropbox email address? Please let me know.

Rich

@juin wrote:
Does anyone know the dropbox email address?

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