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marmstr's avatar
marmstr
New member | Level 2
9 months ago
Solved

I was just billed 176 for Dropbox Plus, but I only have a Basic account. Can you help?

Help!  I have been charged for dropbox plus, I was not warned in advance. But on top of that, they say I still have just basic. I tried using the chat to investigate the charge. The charge shows up when we look it up in the system, and on my credit card, but the chat system is not devised to help fix the problem.

I need to talk to a real person, but they do not allow it for Basic. But now I have Plus and I still cannot talk to anyone! Please help, I need to fix this issue.

billing
Dropbox Basic
Dropbox Plus
  • Nancy's avatar
    Nancy
    9 months ago

    Hey marmstr, welcome to our Community. 

    If you’re seeing a free Basic here, then you’re most likely signed in to a different Dropbox account (that’s separate to one with your paid subscription). 

    You can double check this by using your Dropbox 12-digit transaction ID (that can be found in your bank statement) on this page. Is the email address you see the same as this one?

    If it’s not, you’ll need to log out of this Dropbox account and log back in with the correct credentials. 

    Let me know if that helps, or if you need further assistance.

4 Replies

  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    9 months ago

    Hey marmstr, welcome to our Community. 

    If you’re seeing a free Basic here, then you’re most likely signed in to a different Dropbox account (that’s separate to one with your paid subscription). 

    You can double check this by using your Dropbox 12-digit transaction ID (that can be found in your bank statement) on this page. Is the email address you see the same as this one?

    If it’s not, you’ll need to log out of this Dropbox account and log back in with the correct credentials. 

    Let me know if that helps, or if you need further assistance.

  • marmstr's avatar
    marmstr
    New member | Level 2
    9 months ago

    Hello, I just checked, I input the transaction ID and it is attached to my email address. But my subscription here still says Basic. Can you please help me find my subscription? I am attaching the screen shot here here of the transaction info. The Transaction ID is DropBox [removed per Community Guidelines]. The amount billed is 176.14 CAD. 

  • marmstr's avatar
    marmstr
    New member | Level 2
    9 months ago

    Aha! You were right. I found another account, it was billed through that one. Thank you for your help, problem solved. M

  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    9 months ago

    I’m glad I could help, marmstr! Please let me know, if you need something else.

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