Charged but account downgraded to Basic – cannot access support

Question

Good day

I was charged for my annual subscription but my plan has been downgraded to basic.

In the dashboard it says "

You cancelled Dropbox Plus recently. Resubscribe for $119.88 per year."

But I did not cancel.

In the billing section:

03/11/2026  Dropbox Plus (03/11/2026 to 03/11/2027)  Completed$137.86

I can see the invoice.

I don't know why this is happening. Please if anyone can assist. I cant open a ticket as I am on the basic plan now.

Jay · Answer

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

As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

You can do this by opening an incognito/private browsing window, while not signed into any account, and accessing this link.

From there you should be able to contact support. Make sure to use the email address for your current Dropbox account.

Once you get a ticket ID from the automated response, which is sent via email in a few minutes, please let me know the number here so I can locate it in our system.