Charged for an upgrade but didn't get it

Mefiou31 wrote:

I have been charged 199euro on Oct 4th 2024 but did not receive receipt/invoice and did not get upgraded

Are you sure you're signed in to the correct account? Possible that you used a different email? use the credit card charge lookup tool to identify the account that you're being charged for. Compare that to the email address on the account that you're signed in to.

I am being asked for a transaction number on my bank statement, it only shows CB DROPBOX. the lookup tool would not accept it to start a search

Hey Mefiou31 - it sounds like you're not putting the correct transaction ID to find the email address that's associated with your charge.

Did you upgrade via the website directly in the first place or through the app store on a mobile device perhaps? 

Hi Walter - I do not have other transactions. ID from my bank account.

I would want to share my credit card details with Dropbox so they can trace back the transaction and pull the invoice I need from their system

Hi from me too, Mefiou31! Since it sounds like you’ve been billed directly from Dropbox (and not iTunes/Google Play), I can log a ticket for you and check this further. 

Is it OK to message you to the email address you see linked to your Community profile here?

Hi Nancy

Yes please. it is pretty urgent. Thank you

Hey Mefiou31, I just created an email for you.

Please check your inbox, and reply back to me. Thanks!

I just did