Got an email about a failed attempt to renew but my account shows as Basic and is empty

Perfect! I just sent you an email. Please reply back to it, @dadamanga, and we’ll look into this further.

All comments

Hannah

Hey @dadamanga, thanks for posting to the Dropbox Community today!

Is it possible that you logged in to Dropbox using a different email address than the one this email about the renewal failure went to?

Because it does sound like you have two accounts.

Please check and let me know what you find!

Hello Hannah, I checked both possible options, one is with the email address that the expired card email came to, and one with my current email address. They are both empty and have no files in them. Is there any way to contact support via email or any other means? You can see from the email that I received that I have a paid account...

Hannah

Thanks for checking, @dadamanga.

Actually, first I'd like to ask you to check the plan tab in the account settings, while signed in to both accounts, to make sure they're both free ones, because they might be empty, but they still could be paid ones.

So, you can use a normal browser window for one account and a private browsing/incognito for the other and go to https://www.dropbox.com/account/plan

Do both of them show as free Basic accounts?

If I sign in to the account that is attached to the email address where I received the failed payment email, it shows as a free account. There are zero files stored in the account. It previously had hundreds of gigs. If I sign in to DropBox with my usual address in an incognito window, it also says I have a free account.

Sorry to jump in here, @dadamanga.

Just to clarify, are you being billed directly from Dropbox? If yes, then please check your bank statement to locate your 12-digit transaction ID. Then, I’d like you to go to this page and insert the ID in the given field to see the exact email address that's linked to your charges.

Please open an incognito window on your browser after that, and copy paste that email address at the login page. Are you still seeing a free empty account after that?

My bank statement has an alphanumeric number but it is not 12 characters so it does not work. The reference on my bank statement is [removed per Community Guidelines] 28/01 49

I’ve removed your transaction ID from the forum, just in case. Are you seeing any option on your bank statement to get the full transaction ID and see more details on the transaction?

If not, then no worries. I can open a ticket for you to this email address, and we can check this internally.

Hello, sorry, there is no option to see any further information. I will send an email to the address that you have provided.

Hello again and sorry I do not understand. The link you provided does not open an email it opens an account page and that is not the right account. The account in question has a different email address. I am lost.

The page I linked above should be showing you the email address that's linked to your Dropbox account/Community profile here on the forum.

I just wanted to make sure you can access that email address before messaging you there directly. We'll look into your other Dropbox account after that.

OK so that is not the correct address, but, it is my usual business email address so you can email me there, and I will give you the address linked to my account, by return email. Thanks.

Perfect! I just sent you an email. Please reply back to it, @dadamanga, and we’ll look into this further.

Hi All

I saw member @dadamanga had the exact same issue as I'm having. I've been a paying member for my Dropbox account for many many years and signed in today, only to find that I have zero folders and I have a Basic account.

I'm a wee bit panicked about it. All I can think is that my credit card was compromised and had to be changed and was never updated and now I've been locked out.

A woman named Nancy who is a moderator on this forum was able to help the other client. Can someone (or Nancy) point me in the right direction on how to get mu files back and up my subscription again?

I'd be so grateful!

Hello Nancy,

I just posted and am having the same issue and am a little panicked that I've lost years and years of files. Have no idea what's happened. Can you respond to me please so that we can connect?

Thank you!

Michelle

RESOLVED:

Somehow two accounts had been created with 2 different emails. Have know idea how.

Found all of my files. Thank you!

RESOLVED:

Somehow two accounts had been created with 2 different emails. Have know idea how.

Found all of my files. Thank you!

Hannah

Thanks for keeping us updated on your issue, @NYFLICKA!

I'm glad you were able to resolve it.

If you need anything else, let us know.

Hello,

Today after some intervention perhaps, when I logged into my account, my files were all back in place, and the account was once again showing as a paid account and I was able to update my payment method.

I do not know what that was all about but anyway it is resolved. Thanks if someone did something to fix it.

Dear Nancy - I have a similar problem. Since April 1st, I have tried to update my card details more than 11 times. I have contacted my bank and it is definitely being rejected by YOUR system. Since the beginning of April, I've been in contact with your support member, Tony, but he has not resolved the issue in the least. I would be very happy to send you all of the emails I have sent to him. I've been a customer since 2015 and cannot believe what poor service I'm getting right now. Absolutely appalling. Plus, our business is suffering since we cannot share documents! You are my last hope before I contact the Better Business Bureau to file a complaint.

Now that my problem is resolved, how do I stop following this post so I no longer get emails everytime someone comments?

@dadamanga, I’m glad to hear everything’s in order now.

If you click on the 3 dots at the top right side of the Community thread, do you see an option to Unsubscribe perhaps?

Otherwise, you can also go here and unsubscribe from the thread you wish.

@PepperPod, I’m sorry to hear about this.

From what I understand, you’re able to log into the correct Dropbox account, but your billing info isn’t accepted by the system, right?

Can you send me ticket number you’ve received from our support team, so that I can check what you’ve tried with them so far?

Ticket #23540237: Dropbox Support Chat

Hi Nancy

Many thanks for your response. I've attached the ticket number above. I sent a message yesterday but I have not heard back from Tony.

I also sent a copy of the exchange to your billing support at billing-support@dropbox.com but I have not heard back from them.

I look forward to hearing from you and I hope you can help me resolve this very frustrating situation.

Walter

Hey @PepperPod - sorry to jump in here and thanks for the ticket number.

I was able to locate it in our system and passed your comments on to the expert who's handling your case.

They'll be getting back to you soon, but please let us know if you have anything else to add in the meantime.

Thanks, Walter, for your responsiveness. I really hope we get this solved very, very soon. Many thanks again.