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Forum Discussion
I've paid for my account but it's not showing up
My account was charged for a new month's subscription yesterday. Then this morning, I get an email telling me that my account is full, out of space, no longer syncing. I went to my account and logged in, and it says I need to upgrade, that I'm only a Basic user! But, I am a PLUS user and have been for many years! I'm not going to pay to upgrade my account to a level I'm already at - especially when they just billed me yesterday! The payment was successfully processed, I checked. So, there is no reason for this.
NONE of this makes ANY sense to me whatsoever:
- My bank account processed the payment for my subscription successfully.
- I pay for my subscription through Google Play - which shows me as an active Plus member, with my next payment being due in April.
- The email I received was telling me to upgrade to the next level of 3 TB. But, 3 TB is NOT the next level up from Basic - 2 TB is! So, that makes it seem as if I'm already at 2 TB...?
- When I logged into my account, it said I was using a little under 6 GB, and that I was full, out of space, no longer syncing - meaning I'm in a Basic account.
Since the account is showing me as Basic, I'm unable to contact anyone in Customer Support for help - no phone, no chat, no email. Apparently, that is only for "paid" customers - WHICH I AM!!
I need help with this. I need to know if any Dropbox employees monitor these boards and might see this...???
I have MANY important documents saved in my cloud, so I need this working correctly again!
Any help would be extremely appreciated. Please.
Thank you,
Lori
35 Replies
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Same issue here. I've just paid for the 2TB upgrade and still resulting as Basic (so my files are not sync and my storage is full). Please, I need assitance because I need it for work. I thought it would be immediate after paying but this problem seems to persist...
Thanks,
TS
- Hannah
Dropbox Community Moderator
How did you pay for your subscription, Tes_Salarin?
Did you upgrade directly through our site or from the Dropbox app (billed through iTunes/Google Play)?
- This is also happening to me. I paid for my subscription via Google Play. Now it's saying I don't have any storage. It also now won't let me log into the app AT ALL because I "haven't paid" and don't have enough devices.
My email is [removed per the Dropbox Community Guidelines]
- Hannah
Thanks Crystal M Stewart , I just sent you an email, so we can investigate internally.
See you there!
- Thanks, Hannah. I replied!
- I am having the same problem Dropbox works on my pc but not on my iPhone
- I pay the upgrade cost if 11.99 each month. Charged to my apple account. Why do you say I a need to upgrade. I only have 2 devices my of and iPhone
- Nancy
missy1115, can you please send me a screenshot of what you see here?
Is there any chance you have a separate Dropbox account (under another email address), that’s on a free Basic account instead?
Is the email address you see here, the same as the one on your Dropbox mobile app?
Hello Hannah,
I tried upgrading through ideal again. And it failed yet again.
This time it does show that i have a Dropbox plus subscription, but i only have acces to the Basic 2 GB storage.
