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Andy1966's avatar
Andy1966
Explorer | Level 3
26 days ago

Account downgraded to Basic after an issue with updating my payment information

I have the problem with updating my payment info while my card expired. I connected to staff and they ask a billion questions. After they could not solve the problem one of support guys suggested to downgrade my account to Basic and then upgrade it.  It did not work but now I can't type to support in chat and by email  because I am on Basic plan.
So, what should I do to get full support and get my plan and account updated?

Account Settings
Payments
upgrades

8 Replies

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  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    26 days ago

    Hey Andy1966 - sorry to hear about this.

    It sounds like your account has already been downgraded to the Basic plan so you'll just need to re-upgrade your account using your new billing information.

    Let us know if you find any troubles along the way though and we'll take it from there. 

    • Andy1966's avatar
      Andy1966
      Explorer | Level 3
      25 days ago

      That is what I said. I have the problem with updating. And when we tried to solve it they downgraded my account and now I can't get support because I am on Basic.

      • Jay's avatar
        Jay
        Icon for Dropbox Staff rankDropbox Staff
        25 days ago

        Hi Andy1966, as the account has been downgraded to a Basic plan, all billing information would've been removed from the account. 

        This means you would need to upgrade the plan like normal from the purchasing page, instead of where you try to update your billing information. 

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