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AOdance's avatar
AOdance
New member | Level 1
9 months ago

I'm paying for a Plus plan, but it shows like I'm still on Basic.

I have a Plus account but used to have a basic account. I am being charged for the plus but when I sign in I get to a basic account and there is no support.  I entered the billing information and it ...
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Mark's avatar
Mark
Icon for Super User II rankSuper User II
9 months ago
AOdance wrote:

I am being charged for the plus but when I sign in I get to a basic account and there is no support

Make sure you are logged in to the right account. Its almost certain you have 2. 

Have you used the credit card lookup tool? Do you pay with a card direct on the Dropbox website OR use Apple Pay etc.

  • AOdance's avatar
    AOdance
    New member | Level 1
    9 months ago

    I even tried putting the billing information from my credit card bill into the credit card lookup tool and it would not accept the information.  I am unable to sign in to another account. It automatically opens in the basic account. It is really irritating that I am paying for a plus account and cannot get to it or get the support I am paying for!!

    • Mark's avatar
      Mark
      Icon for Super User II rankSuper User II
      9 months ago

      You are going to need to log a ticket with support to ask what account you are paying for and under what email. 

      You can do it at www.dropbox.com/support while not logged in to Dropbox, even to here - its usually best to use an incognito window. 

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

      Hey AOdance thanks for posting here!

      Please try out the steps that Mark suggested in order to open a ticket with our Support.

      If you face any issues, let me know and I'll be more than happy to reach out via email, so that we can investigate further.

      While you're at it, please clarify if you upgraded via the Dropbox site directly, or the mobile app?  

      Thanks!

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