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Being charged for an upgraded service even though account is still on 'Basic'

Hi,

I upgraded (or thought I had) to Dropbox Plus – Monthly through Apple subscriptions and have been paying AUD$18.49 per month for almost a year. Yet when I try to use Dropbox it says I am still, and always have been, on Basic and am over my storage limit so can't access any of my files or do anything. Pretty awesome. I've been trying to request a refund, but because my Dropbox account is apparently only 'Basic', I'm prevented from contacting a human being about fixing this – instead getting stuck in endless hellish online loops in your 'support' centre.

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Jay

Hi @nv89, thanks for bringing this to our attention.

Before we continue further, do you see any confirmed payments (with an invoice and receipt) on this page on your account?

If so, when was the last confirmed payment?

This will help me to assist further!

nv89

Hi Jay,

No I don't see any confirmed payments on that screen. Apple last took the money out of my account on XX Month 2023, and look like my subscription will renew on 12 September if I don't cancel.

nv89

Apologies, date money was last taken out of my account was 14 August 2023.

Megan

Hi @nv89, sorry to jump in here!

Is the Apple charge linked to the same account, as the one you're using on your end online? Is it possible that you have two separate Dropbox accounts?

ReddEmpress

I am having the same problem and I'm very unhappy about it. There should be a way to contact someone. Email, phone call, something to fix a billing issue. You'd think they would want to keep our money.

Walter

Hi @ReddEmpress - sorry to hear about this.

Can you please clarify what plan you're on at the moment and how you had upgraded in the first place?

Was it through the website directly or via the app store on a mobile device perhaps?

ReddEmpress

I'm on the $11.99 a month 2t plan. I have been for at least a year. It still says I'm on the basic plan. So I've been charged for about a year for no upgrade. I mostly use it through the mobile app but I also use it on my laptop. I think I upgraded on the laptop but I don't remember for certain.

Walter

In that case, would it be OK if we sent you an email to have a further look internally @ReddEmpress?

Otherwise, you can reach out to our support team from your end via this form. Just make sure to use an incognito window without signing into any Dropbox account and fill in all the relevant information.

ReddEmpress

Yes I would like an email. Thank you!

Megan

Hi @ReddEmpress, I just sent you an email, I'll see you there!

Jami Travel

I am having this same problem. My plan says Basic and I cannot contact anyone but I have been charged $13.16 for at least a year, probably more. Please help me. I learned about this when I logged in to change my billing credit card.

Rich

@Jami Travel wrote:
My plan says Basic and I cannot contact anyone but I have been charged $13.16 for at least a year, probably more.

Verify you're not being charged for a different account. Use the credit card charge lookup tool to identify the account you've been paying for.

Jami Travel

Well, that was it. I've been charged for an account I haven't used since 2014. Great. Thank you for your help!