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Forum Discussion
How do I find "Billing" on the Dropbox site?
How do I find "Billing" on the Dropbox site? It doesn't appear in the list on the left side of the screen after I click on Settings.
Hello, Megan,
I wondered if you received my response to your suggestions re how to reach Billing to change my credit card information. I wasn't able to respond directly to you. I got the following message:
Authentication Failed.
- Authentication Ticket Mismatched, failed authentication.
I didn't have any success with your suggestions. Also, I do have a Basic account, which is probably why I don't see a billing tab on my end. Do you have any other recommendations?
Thanks!
Rich
Super User II
Super User II
Marchant3 wrote:
I didn't have any success with your suggestions. Also, I do have a Basic account, which is probably why I don't see a billing tab on my end.
If you have a Basic account there won't be a way to change your credit card information as there's no active subscription on your account. If you're looking to subscribe, you'll be prompted for payment information during the upgrade process.
Hello, Rich. I paid $119.88 to renew my membership on 9/18/2023, so I definitely have an active subscription on my account. I don't understand why this is such a problem. Is there someone I can speak with who could straighten this out for me? Thank you.
- Rich
Marchant3 wrote:
... I do have a Basic account
I paid $119.88 to renew my membership on 9/18/2023, so I definitely have an active subscription on my account.If you have a Basic account, there's no subscription on THAT account. You could have more than one account and you're signing in to one which is free while the other is paid. Use the credit card charge lookup tool to identify the account that you're paying for.
If you're able to use the lookup tool and can identify another account, sign in to that account, resetting the password if needed, and you should be able to access the Billing section of the account.
Is there someone I can speak with who could straighten this out for me?Phone support is only available to Business accounts and it's handled via a callback. There is no phone number to call. You can, however, open a ticket with Support.
Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.
