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I've paid for Dropbox through PayPal, but it shows I'm on the Basic plan.

I have been paying for Dropbox via Paypal for almost a year now but I use Dropbox infrequently. When I went to access my Dropbox account today, it shows that I'm on the Basic plan with no billing history. My last payment was made via Paypal on July 11th for $11.99. I went to contact Dropbox support but find no easy way to do that. I'm not sure how to rectify the situation. Has anyone else experienced this issue? If so, what have you done to resolve the problem? I've just stopped my auto-payment via Paypal for the time being. Any help or input is greatly appreciated.

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Comments

Nancy

Hey @Mambler215, and welcome to our Community.

Can I have a screenshot of what you see on this page?

Have you checked your email address for a confirmation of renewal and, if yes, is it the same email address as the one you see on your General tab here?

Let me know.

Mambler215

Below is a screenshot of what I see. I only have Paypal notifications about my payments to Dropbox but no confirmations from Dropbox in my email. I'm hoping my personal account is not still tied to an old work account that I no longer have access to.

Screen Shot 2024-07-25 at 8.46.20 AM.png

Jay

Hi @Mambler215, do you see any confirmed payments (with an invoice and receipt) on this page on your account?

Mambler215

Hi Jay,
It shows that I have no billing history or invoices but, I do have monthly invoices from PayPal for $11.99.

Hannah

Hey @Mambler215, do you have any other email addresses that you might have created a different Dropbox account with?

Try looking through your email addresses, for emails from Dropbox, to see if you can find out that way.

Also, did you perhaps reach out to our support team about this at all?

Mambler215

I did reach out via X for some help. I think the issue may be an old work email that I no longer have access to but can hopefully transfer that over to my active personal email. I don’t know how else to contact support as I don’t have support options with it showing me as a Basic (free) user. Any help is greatly appreciated.

Hannah

Since you reached out to our team on X as well, I would suggest either continuing with us or them, to avoid any confusion, @Mambler215.

Have you been assisted by the Dropbox team on X?

Mambler215

I’ll try continuing through X. Thanks for your prompt responses.