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
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?

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

      Sure

       

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

        Thanks for the image, 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 pick an email to which you can receive and send emails from.

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