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Forum Discussion

shelley3's avatar
shelley3
New member | Level 2
3 months ago
Solved

I pay for Dropbox Plus but I'm told I have gone over the limit of my Basic account.

-
billing
Dropbox Plus
Payments
upgrades
  • carolelehr's avatar
    carolelehr
    2 months ago

    Walter, thank you for your time and patience. Following your recommendations, I looked, and it emerged that I have two accounts, which surprised me. My creation apparently occurred quite a long time ago, with it holding a basic account. I had no idea!

    I'm hoping this post will help someone in the future to be more aware. I feel like a dolt!

    Have a great weekend.

Walter's avatar
Walter
Icon for Dropbox Community Moderator rankDropbox Community Moderator
2 months ago

Hey carolelehr - sorry to hear you're having issues with this.

Can you please let us know what's shown in your account's settings in regards to your plan at the moment and clarify where you're spotting the goofy message you mentioned?

Also, do you happen to have another Dropbox account that's associated with another email address of yours perhaps?

carolelehr's avatar
carolelehr
New member | Level 2
2 months ago

Thank you for your attention. It says I have Dropbox Basic. The messages are via email, and it says to reply in the space above after the #. I've done that several times and keep getting a similar reply—to explain my issue.

I'm not aware of any other DB account that I own.

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 months ago

    I see - thanks for the additional info, Carole. May I ask how you had upgraded your account to the Dropbox Plus plan in the first place? Was it through the website directly or via the app store on a mobile device perhaps? Do you happen to have an email with the invoice or the receipt from your initial purchase by any chance?

    • carolelehr's avatar
      carolelehr
      New member | Level 2
      2 months ago

      I'm sorry I do not recall. It has been more than two years since I upgraded—May 29, 2023.

      My credit card has been charged monthly since that date. Most likely, it was from my desktop. I've only been having this problem for the past 6 months or so. I can go through my tax records but that will take me a while. I have my credit card receipts for the monthly charges.

      • Walter's avatar
        Walter
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        2 months ago

        In that case, can you try using our self-served look up tool to find the email address that's associated with your charges, Carole? 

        Is it an exact match with the one you see on your account's settings? 

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