Forum Discussion

Yusuf_123's avatar
Yusuf_123
Explorer | Level 4
3 years ago
Solved

already paid the bill, but the dropbox plan is still basic

hello, i have a problem with my dropbox. i usually pay dropbox every month. pay through googleplay. But this time is not like usual. after paying the bill, my dropbox plan remains on the basic plan....
billing
Payments
Plans
upgrades
  • Jay's avatar
    Jay
    3 years ago

    Hi Yusuf_123, thanks for bringing this to our attention.

     

    It sounds like the last subscription didn't go through on the Dropbox mobile app, if you're not seeing the transaction on your Dropbox account.

     

    Were you charged by Google Play in your bank account? Have you been in contact with Google or the bank regarding the transaction?

     

    This will help me to assist further!

Kan34's avatar
Kan34
New member | Level 2
3 years ago

My subscription had lapsed as the credit card provided was canceled. I updated the credit card info and made the payment. But I still can not get access to my full subscription. Non of my files are shown when I log in and it shows only 2GB storage and offering me to upgrade. 

  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hey Kan34, thanks for reaching out to us today.

     

    If your payment was successful, but you see a free account with 2 GB and no files inside, it's possible that you created and signed into a new account instead of signing into your existing, paid one.

     

    I would suggest adding your billing info here, to find out the email address linked to your paid account and compare it with the one you see for the Basic account; are they different?

About Plans and Subscriptions

Ask the Dropbox Community for help if you have questions about your Dropbox plan or subscription. Find solutions and share advice with members.

The Dropbox Community team is active from Monday to Friday. We try to respond to you as soon as we can, usually within 2 hours.

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X, Facebook or Instagram.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!