Forum Discussion

nv89's avatar
nv89
New member | Level 2
3 years ago

Being charged for an upgraded service even though account is still on 'Basic'

Hi,  I upgraded (or thought I had) to Dropbox Plus – Monthly through Apple subscriptions and have been paying AUD$18.49 per month for almost a year. Yet when I try to use Dropbox it says I am still,...
billing
cancellations
Payments
Plans
Refunds
Jay's avatar
Jay
Icon for Dropbox Community Moderator rankDropbox Community Moderator
3 years ago

Hi nv89, thanks for bringing this to our attention.

 

Before we continue further, do you see any confirmed payments (with an invoice and receipt) on this page on your account?

 

If so, when was the last confirmed payment?

 

This will help me to assist further!

  • nv89's avatar
    nv89
    New member | Level 2
    3 years ago

    Hi Jay, 

     

    No I don't see any confirmed payments on that screen. Apple last took the money out of my account on XX Month 2023, and look like my subscription will renew on 12 September if I don't cancel. 

     

     

    • nv89's avatar
      nv89
      New member | Level 2
      3 years ago

      Apologies, date money was last taken out of my account was 14 August 2023.

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

        Hi nv89, sorry to jump in here! 

         

        Is the Apple charge linked to the same account, as the one you're using on your end online? Is it possible that you have two separate Dropbox accounts? 

  • Jami Travel's avatar
    Jami Travel
    New member | Level 2
    2 years ago

    I am having this same problem.  My plan says Basic and I cannot contact anyone but I have been charged $13.16 for at least a year, probably more.  Please help me.  I learned about this when I logged in to change my billing credit card.  

    • Rich's avatar
      Rich
      Icon for Super User II rankSuper User II
      2 years ago
      Jami Travel wrote:

      My plan says Basic and I cannot contact anyone but I have been charged $13.16 for at least a year, probably more.

      Verify you're not being charged for a different account. Use the credit card charge lookup tool to identify the account you've been paying for.

      • Jami Travel's avatar
        Jami Travel
        New member | Level 2
        2 years ago

        Well, that was it.  I've been charged for an account I haven't used since 2014.  Great.  Thank you for your help!

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!