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I'm being charged for an account that I can no longer access. How can I access my receipts?
HELP! I am paying for Dropbox Plus and have the storage, but can't access my reciept or payment info because it's linked to a nonexistent Dropbox account!
Here's what happened: I have a personal Dropbox account on the basic plan, and used to have a second account for research work on the Dropbox Plus plan. I shared the storage of the latter with my personal account.
The plus account was set up through a former work email address but paid through a personal credit card on auto-renew. Last year, I deleted the Dropbox Plus account and thought I had switched everything over so my personal account now had the Plus plan. But apparently not...
My credit card was just charged for the Plus renewal, my personal account still shows me on a basic plan (but with 2TB of storage, indicating it's being shared from elsewhere), and the former research work account definitely does not exist—if I enter the email address for that account Dropbox asks if I'd like to sign up, not sign in.
So I have the storage I need, I'm paying for it... but I can't access my receipt, change my payment options/card, or anything else. I also can't access Dropbox email support, because I'm officially only on the "basic" plan, despite paying for Plus!!! How do I get access to my receipt (which I need for tax purposes)?
3 Replies
- Megan
Dropbox Community Moderator
Hi MR1122, thanks for posting here!
I'd also suggest the lookup tool that Rich mentioned.
Once you reach our Support team, feel free to send me the ticket number reference, so that I can locate it on my end.
If you have any issues doing so, just let me know and I'll reach out on my end in order to help you.
Thanks a bunch!
- Rich
Super User II
my personal account still shows me on a basic plan (but with 2TB of storage, indicating it's being shared from elsewhere)
Accounts can't share space like that. You can share a folder between accounts, but the Basic account would still be limited to the space available in that account. It can't take advantage of the extra space in a paid account. So if your current account says 2 TB, that's likely the one you're paying for and there's just something mixed up causing it to show as Basic.
To be sure, use the credit card charge lookup tool to identify the account that you're paying for. Once you have that information, you can contact Support for any further assistance.
I also can't access Dropbox email support, because I'm officially only on the "basic" plan, despite paying for Plus!!!
To contact Support, 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.
