I have been paying for a Dropbox subscription but my account says "no billing activity"

Hey Naomi, thanks for joining the Dropbox Community and sorry to see you're having trouble with your subscription.

Is it possible that you're logged in to a different Dropbox account than the one you're paying for?

If you see that you're on a Basic plan here, that might be the case.

Try our payment lookup tool, to see what the email address of your paid account is, so you can log in and see if that's the correct one.

Let me know how it goes!

Many thanks for responding.

I think you may be right

The basic plan of 2 GB is free of charge so i have been paying £9.99 for years for an upgrade which i am not getting.  How can i access my account where i am paying into?  

The payment lookup tool which you suggested takes me to a chat and does not give me any information.  I have spent all evening unsuccessfully trying to get some information

Hey Naomi, sorry for jumping in here.

When visiting the lookup page Hannah linked above, are you inserting the 12-digit transaction ID that should be provided in your bank statement, next to your Dropbox charges? 

If you are, you should be able to see the email address that’s linked to your subscription and you can log out and back in to Dropbox with the correct credentials after that.

I tried it.  I have a paypal ID which is more than 12 digits so it is not accepting it.  

I spoke to someone at PayPal who confirmed that the payment was linked to my email address.  I only have one email and the account linked to that email shows the No payment or billing activity on the Dropbox account.

I really appreciate your help as it is very frustrating

Hey from me to Naomi   - thanks for your updates.

May we reach out via email to have a further look internally at this point? 

YES I would be very grateful for further help. It will be much appreciated.

That is very strange.

No worries Naomi - I've just followed up via email, so please have a look at your inbox and we'll take it from there.