Forum Discussion

Andy1966's avatar
Andy1966
Explorer | Level 3
9 months 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 ...
Account Settings
Payments
upgrades
Walter's avatar
Walter
Icon for Dropbox Community Moderator rankDropbox Community Moderator
9 months 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
9 months 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 Community Moderator rankDropbox Community Moderator
    9 months 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. 

    • Andy1966's avatar
      Andy1966
      Explorer | Level 3
      9 months ago

      Thanx, but I can't do this because when I try to enter the payment info it says that I am not allowed to make this purchase

      • Jay's avatar
        Jay
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        9 months ago

        Could you attach a screenshot showing this message, while hiding any personal billing info?

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