Can't download invoices

This would be the one that's connected to your profile here, on our Community BB27

If you'd like to do this from your end though, you can try using this form through an incognito window without logging into any Dropbox account and let me know the ticket ID so that I can locate it in our system. 

I have not received anything. Please confirm which email you are sending it to. Also I don't understand what this means -  'If you'd like to do this from your end though, you can try using this form through an incognito window without logging into any Dropbox account and let me know the ticket ID so that I can locate it in our system.'  as I'm not given the option to open that form without signing in. 

Hi BB27, as you understand, and for security reasons we can't publicly share your email here.

Also, you should be able to submit a request, using this page: https://www.dropbox.com/support/billing-issues from an incognito tab on your browser, without signing into your account, just by providing the necessary billing info. 

I want to know the email address you are sending things to because it is obviously not the right one, the address that the account is held in, because I am not receiving them. Regarding access via Incognito - literally the first thing it asks me to do is to sign in (screenshot) - not sure what you mean about not signing in as how would it know to give me the correct invoices?!  If I sign in it takes me to Billing, which I have reported is not working over a month ago, and the reason for this whole exchange. Where can I send a video that demonstrates this for you to see the issue?  You are making me go round in circles. Please kindly resolve this situation asap. 

Hi BB27, and sorry for jumping in. 

Unfortunately, we can’t divulge the email address that’s tied to your Community profile here, as anyone would be able to see it and it’s against the Community Guidelines, too. 

Now, what you can do instead to check that the email address you’re seeing is the correct one, is go to the browser on which you’re currently signed in to your Community profile and then click here. The primary email address you see there is the one we’ve message you at. 

If you haven’t done so already, please also check your spam folder and add no-reply@dropbox.com to your email contacts. 

Let me know how it goes, and we’ll take it from there.

I have the same problem. Im trying to download an invoice from 2021 but when I click the respective link a new tab opens with the same page, but nothing gets downloaded. The receipt link links to an error page.

Maybe this is related to me changing from a payed plan to a free plan in the meantime.

Please advice. I am using an up to date chrome browser - the issue is not related to my browser!

Hey StephanBerlin, thanks for bringing this to our attention. 

Just to clarify, have you already tried reproducing this via different browsers/incognito mode? 

Let me know, and we’ll take it from there.

I know what the email address is (and I just double checked it again as you requested!). I am wondering if you have got the right one though? Because I have not received the invoices you said sent. Of course I checked Spam too, but in any case emails are coming through fine from yourselves, notifying me every time I have an update on this chat. But I have not got the invoices. Only other explanation is you haven't sent them. Please can you check your end and send them [again]. This is ridiculous.

Yes. This is the third time I am being asked this!

Hey BB27, sorry to jump in here as well.

Just to clarify, Nancy's latest reply was for a different user she @ mentioned.

Also, I understand this is frustrating, but we're trying to get to the bottom of this along with you, so since you did not receive our email, please go to the page you showed us in the screenshot, without being signed in to your account.

Where it says "I want to look up information related to:", choose "other" from the dropdown and then just type in the email in the box underneath and continue with the submission.

Once the help request has been submitted, please send along the ticket number, so we can look it up.