I paid for an upgrade but I'm still on the Basic plan

Hi Tony P, thanks for bringing this to our attention.

Just for clarification, do you see any confirmed payments (with an invoice and receipt) on this page on your account?
Did you upgrade via the Dropbox site directly, or via the mobile app?  

This will help me to assist further!

Nothing on that page. Upgraded via mail waning message on mobile phone so presumably via website. Didn't use the app.

Thanks for the info. As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

You can do this by opening an incognito/private browsing window, while not signed into any account, and accessing this link.

From there you should be able to contact support. Make sure to pick an email to which you can receive and send emails from.

Once you get a ticket ID from the automated response sent via email in a few minutes, please let me know the number here so I can locate it in our system.

Hi Tony P  and welcome to the Dropbox Community! 😊 I’m so happy to see that you successfully upgraded your account with the help of our amazing Jay. 🎉🙌

On a different note, I’m Theresa, a Community Manager here at Dropbox HQ. 🏢 I love hearing all the creative ways our Community members are using Dropbox. 💡 If you’re up for it, I’d love to learn how you use Dropbox and what inspired you to upgrade. 🚀✨

Who knows, we might even be able to share some great tips on how to maximize your Dropbox account. 📂🔧

Looking forward to hearing from you. 

T 😸 (Dropbox Community Manager)

I have the same problem however I paid using the website and a credit card. The payment went through but there is no upgrade.

Sorry to hear that, Zibu28.

If you put your billing info into this payment lookup tool, does it bring up any results?

It should bring up the email address of the upgraded account.

Let us know.

Hannah,

The card doesn't have a 12 digit number although it shows the purchase,date and amount. 

The follow up links lead me to options that can only be accessed with an upgraded account. I can't see the email although I know which one it is.

Hi from me too, Zibu28! Can I go ahead and log a ticket for you then? I can message you to the email address you see here.

Yes please do