Forum Discussion

goemonburo's avatar
goemonburo
Explorer | Level 3
3 years ago

I've had a paid plan and been charged, Dropbox only thinks I'm Basic and won't let me access help

Pretty angry at this screw-up by Dropbox:  I've had a recurring subscription via my phone's Google account for years, and as of two days ago, Dropbox has switched me to Basic.  GOOGLE successfully ch...
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Walter's avatar
Walter
Icon for Dropbox Community Moderator rankDropbox Community Moderator
3 years ago

Hi there goemonburo, sorry to hear about this.

 

Do you happen to have another Dropbox account, associated with another email address of yours perhaps?

 

Did you get a receipt in your email's inbox for the recent charge you mentioned perhaps?

 

Any additional information is more than welcome. 

goemonburo's avatar
goemonburo
Explorer | Level 3
3 years ago

I see what happened, too:  I recently switched from the monthly plan (at Dropbox's suggestion) to the yearly plan, to save 15% or something like that. 
For some reason, while the MONTHLY plan chugged along fine for years, when I switched to the YEARLY plan, Dropbox dropped me like a hot coal.

Presumably a real human there would be able to look at the account and relink this back together?

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hey goemonburo, sorry to jump in here! 

     

    Keep in mind that switching your account from monthly to annual, wouldn't cause it to get downgraded. However, I'd love to have a closer look into this. 

     

    Can I send you an email, so that we can investigate further? 

    • goemonburo's avatar
      goemonburo
      Explorer | Level 3
      3 years ago

      Yes, you can send me an email.  I'd like to get this figured out.  And yes, I agree that there's no reason it should be downgraded just because I switched but apparently that's what's happened here.

      • Jay's avatar
        Jay
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        3 years ago

        Hi goemonburo, I've sent you an email, please could you reply to it when you get a chance!

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