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

Hi shelley3​, sorry for our late reply here!

Is it possible that you upgraded a different account than the one you're looking at? 

Do you remember perhaps whether you upgraded your account directly from the Dropbox website or via Google Play/iTunes?

If you used our website, then have you tried using our self-serve look-up tool, in order to locate the Dropbox account linked to the charge, and identify if it's a different one?

Keep me posted! 

I've been having the same problem for months. I cannot get any assistance—just emails saying to outline the issue and reply to the message. Which I have done again and again and keep getting the same goofy message. I've been paying for the upgrade to 2TB since 2023!

Shelley, have you gotten your issue resolved?

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?

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.

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?

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.

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? 

carolelehr wrote:

My credit card has been charged monthly since that date.

Does your statement say Dropbox, or does it list Apple, Google, etc.? If it says Dropbox you likely subscribed through the Dropbox website. If you have a transaction number on your statement and you enter the information on this page you can confirm that, and verify that the account you're paying for has the same email address as your Basic account, or if you have two separate accounts.

Thank you. I put my transaction number, cc info, etc. and it just kept replying with 'Please enter the expiration date ...' which I have done—repeatedly.