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Erroneous "Your credit card expires soon! Don’t forget to update your info" email

Today, I received an email from Dropbox with the subject "Your credit card expires soon! Don’t forget to update your info" with the following text:

Your credit card is about to expire! Update your billing information to make sure your Dropbox Plus features aren’t interrupted. Click the link below or log in to your account on dropbox.com, go to Settings, select Billing, and update your payment method.
Update your billing info now
If you don’t update your billing info by 2022-10-18, your account will be downgraded to a Basic plan with much less storage space.
Thanks,
- The Dropbox Team

When I go to update my credit card, I can see that the expiry is in 2027 (see screen shot below).

I tried contacting Dropbox Support through https://www.dropbox.com/support/email , but it is impossible to contact them with a billing issue without adding information about a billing transaction, and it is impossible to attach images.

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Comments

MGOneA

I have got the same mail. A week ago, it was right, but to be safe, I went the other way around and updated my billing info.

But now I have got the mail again - and I am wondering, if it is some kind of phishing.

Mark

Are you sure its a genuine Dropbox email? It could be a phishing one

MFNL

I have got the same issue, I updated the details in my account (which indeed needed updating) but a few days later I got a reminder saying that they will downgrade the a account if I do not update my billing details. I thought these updates would go automatically. Can anyone from DropBox comment?

Megan

Hi @MFNL, I'd be happy to help!

Was that an email reminder, or a notification in your account?

Provided it's an email, would it be possible for you to check the inbox you received, and then let me know the email address it came from? We need to check it was an official Dropbox domain.

Let me know of any updates!

MFNL

Dear Megan, thank you for reaching out.

I received two e-mails. After the first one I updated my details i the account, then I received an e-mail reminder.

the email was sent from Dropbox <no-reply@dropbox.com>.

Looking forward to hear form you,

Best wishes,

Maria

Megan

Hi @MFNL, thanks for getting back to me!

It might sound trivial, however have you made sure that the email address that your Dropbox account is subscribed to, is the same as the one you received the message to?

Norfolk VHF

I smell phish. The culprit got a bona fide notice and decided to use its html to go phishing.

Just in case I am right, I recommend that all users go to change their passwords (from within DB itself of course, not from any email). If they are not able to do, they should contact Support.

MFNL

yes, the e-mail account is the same

Megan

Hey @MFNL, happy Friday!

When did you receive the second email?

I'm asking, because if you received it shortly after updating your billing info, then it might have been an automated email, that slipped through the system before registering that you've made all the necessary changes.

Have you recently gotten any new emails after the change?

Jason S.10

I’ve gotten this email at least three times in the last few weeks. Each time I went in and updated my billing info to indicate the new CC expiry date. It’s not phishing in my case. It always takes me to the real Dropbox site to update my billing. Please fix this and stop wasting my time.

Megan

Hi @Jason S.10, sorry to hear about that!

Your feedback regarding this has been very valuable and I will endeavor to make sure your voice is heard.

I understand this is not ideal, however the culprit must be that the automation potentially takes some time to "recognize" the fact that you've updated your billing info.

I'll forward your feedback to the appropriate areas so we can continue to improve. If you have further trouble with it, let me know!

marthabun

I just got some of these emails. I checked, & my card expires in 2025. It appears that the sender is no-reply@dropbox.com

Screenshot_20230219-210207_Yahoo Mail.jpg Screenshot_20230219-210242_Yahoo Mail.jpg

Nancy

Hey @marthabun, thanks for posting these screenshots!

Is there any chance that you have a different Dropbox account that’s linked to another payment method that’s about to expire?

Did you recently update the payment method of your Dropbox plan, and you’re still receiving these messages, nonetheless?

marthabun

I have another account, but it's free. It has no payment info. I did not recently update the payment method for the other one. It's been there a long time.

Megan

Hi @marthabun, what is the Dropbox plan that you're using on your paid account?

Did you check the account's billing info, to make sure the payment info is up-to-date there?

Jazzburg

Man, this "help" is useless. A major dilemma, an emergency, a worrisome problem. I'm getting these 'renew your credit card' years before it expires. So, seems like phishing. But based on this chat, seems more like complacent incompetence. D-Box just wants to get locked into your credit card for decades -- or perhaps misuse it in their own phishing scheme...

Nancy

@Jazzburg, I had a look into our system and I can see you’ve logged a support ticket about this.

Our team will investigate this on their end and reply back in the same email thread. Please keep an eye out for their response.