I upgraded my account but it still shows as Basic

Hey jonny dongz , sorry to see you're having trouble.

Did you upgrade your account directly through our website or from the app on your phone? If the latter, was the payment made through iTunes or Google Play?

Also, can you please clarify if you have two Dropbox accounts linked to two different emails? 
 

Keep me posted! 

Hey jonny dongz, sorry to jump in, but have you tried restoring your purchases by any chance?

[personal information removed per the Community's Guidelines]

As you can see, my account was charged for another year, I got this receipt that I paid and yet I only have the basic to this day! I hope that someone can help as I can't talk to Dropbox Support due to it's grayed out and only available for paid plans. My bank account also shows that it was paid and no record in my account that it was put back on a mistake or a cancelation. So, I'd like a some hard direction to continue to use my paid plan or at the very least show records of the past since April 2023. Thanks Team!!

---

Kevin Houghton wrote:

As you can see, my account was charged for another year, I got this receipt that I paid and yet I only have the basic to this day!

---

You likely have two accounts. Does the email address on the receipt match the email address that you're using to sign in to Dropbox?

---

... I can't talk to Dropbox Support due to it's grayed out and only available for paid plans.

---

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.

• https://www.dropbox.com/support/billing-issues

Thank you for such a fast reply, I only have the one email that I've used for the last three years that is attached to Dropbox. I think someone body has miss hit the "bubble" that I have paid in full. I will use the link provided and see if this can be updated. Rich, thank you once again. Kevin

Hey captainjatinderkaur, let's jump right into this! 

Is it possible that you're paying for a different Dropbox account than the one you mainly use?

Have you tried using our self-serve look-up tool, in order to locate the Dropbox account linked to the charge?

Let me know more.

Hi, Please help!

I started with a basic plan, then upgraded to Plus for more space. The payment came out of my account but I am still on the basic plan. Not sure what to do because I can't access a live chat or get help directly from dropbox without access to my paid for subscription. There is also no payment or billing activity under my account eeek. Does anyone know how to rectify this or help with a way i can contact someone?
Many thanks in advance