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I've paid for Plus but it's not on my account
I have been using the same Dropbox account for nearly a decade. I am currently being charged $9.99 per month for the Plus Plan, yet Dropbox says I have the Basic Plan and need to upgrade before being...
No worries. I appreciate any help.
Yes, I am paying through iTunes. Maybe this is the issue?
On the linked page, it now shows I have the Plus Plan. As of today, it suddenly shows I am not exceeding my storage and now shows invoices for all payments made via iTunes. I'm not sure what changed, but it appears as though the issue is resolved.
I greatly appreciate everyone's willingness to help and prompt responses.
Megan,
Thanks for your reply and to be clear, I did search for & try out numerous methods of reaching a human support staff member, including obvious and not so obvious hyperlinks, as well as a host of clearly unrelated or irrelevant links found on the general Dropbox support landing page just to see where I would end up that didn't automatically pop-up an Live Chat session generated by AI-powered bot that insisted upon intervening with the same predefined Q&A sequence that repeatedly prevented me from getting to a human without fail.
Needless to say, I arrived at the same conclusion over and over...... SEEK SUPPORT FROM COMMUNITY FORUM since my issue wasn't addressed in FAQs. ***sigh ***
That said, I admittedly did not think to go browse Dropbox via an INCOGNITO instance of Brave, nor did I suspect there was a way to obtain support by logging out, clearing cache, cookies, etc and attempting to search the Dropbox self- guided help & general support FAQ landing page without logging in because .... well, whether redirected from the support or account billing links embedded within the Dropbox app for Android, or instead going directly to Dropbox.com in Brave browser, any attempt at selecting any of the support links or contact us--which again, initiates the pop-up AI chat bot from hell-- automatically demands that all persons seeking support or billing assistance must LOGIN TO THEIR DROPBOX ACCOUNT or the site redirects to the login screen
(or it sometimes pops up an overlay displaying the basic login interface). Regardless, there is no mention of a workaround anywhere on Dropbox.com, nor in the app, FAQs, etc....I even queried Reddit and searched the Dropbox Community Support Forum but received no hits relating to or matching my search syntax.
All that stated up front to demonstrate that I did try to resolve the issue on my own and to be perfectly frank......
I'm over that mess.
So if you'd be so kind as to save me the additional hassle and multiple step procedure of ATTEMPTING to remain anonymous in hopes of tricking the Dropbox website into giving me a direct support connection, without the certainty that it will even work, I would be forever in your debt and eternally grateful if you'd PLEASE go ahead and create the trouble ticket on your end so that I can be 100% assured that it was done correctly and I can move on to resolution as quickly as possible.
Thank you, Megan, once again. I look forward to your reply!
Brendon
Thanks for your reply and to be clear, I did search for & try out numerous methods of reaching a human support staff member, including obvious and not so obvious hyperlinks, as well as a host of clearly unrelated or irrelevant links found on the general Dropbox support landing page just to see where I would end up that didn't automatically pop-up an Live Chat session generated by AI-powered bot that insisted upon intervening with the same predefined Q&A sequence that repeatedly prevented me from getting to a human without fail.
Needless to say, I arrived at the same conclusion over and over...... SEEK SUPPORT FROM COMMUNITY FORUM since my issue wasn't addressed in FAQs. ***sigh ***
That said, I admittedly did not think to go browse Dropbox via an INCOGNITO instance of Brave, nor did I suspect there was a way to obtain support by logging out, clearing cache, cookies, etc and attempting to search the Dropbox self- guided help & general support FAQ landing page without logging in because .... well, whether redirected from the support or account billing links embedded within the Dropbox app for Android, or instead going directly to Dropbox.com in Brave browser, any attempt at selecting any of the support links or contact us--which again, initiates the pop-up AI chat bot from hell-- automatically demands that all persons seeking support or billing assistance must LOGIN TO THEIR DROPBOX ACCOUNT or the site redirects to the login screen
(or it sometimes pops up an overlay displaying the basic login interface). Regardless, there is no mention of a workaround anywhere on Dropbox.com, nor in the app, FAQs, etc....I even queried Reddit and searched the Dropbox Community Support Forum but received no hits relating to or matching my search syntax.
All that stated up front to demonstrate that I did try to resolve the issue on my own and to be perfectly frank......
I'm over that mess.
So if you'd be so kind as to save me the additional hassle and multiple step procedure of ATTEMPTING to remain anonymous in hopes of tricking the Dropbox website into giving me a direct support connection, without the certainty that it will even work, I would be forever in your debt and eternally grateful if you'd PLEASE go ahead and create the trouble ticket on your end so that I can be 100% assured that it was done correctly and I can move on to resolution as quickly as possible.
Thank you, Megan, once again. I look forward to your reply!
Brendon
Jay
Dropbox Community Moderator
Dropbox Community ModeratorHi brendonf, as this is related to sensitive billing info, we do recommend getting in contact with our support team directly to look into this matter in more detail, this way the system can locate your account directly.
While using incognito and not being signed into your account, you can access this specific link, choose 'Other' and then put in an email address that you can access, followed by your billing info.
Once you get a ticket ID from the automated email response, please let me know the number here so I can locate it in our system.
Jay,
Thank you for the follow up....truly I am very appreciative; but I wonder if you are fully aware of a particular limitation with regards to using the method of reaching out to support to have a trouble ticket created to address accounting errors for Dropbox users with paid subscriptions through Google Playstore.
Indeed, upon following your advice by opening the provided link in a fully incognito browser tab, selecting OTHER, then typing the email associated with my Dropbox account and being prompted to select the billing method from the dropdown radio list .....my choice SHOULD BE GOOGLE PLAY, given that all monthly installments for my Dropbox subscription have been handled via Google since 2016. That is correct, is it not?
Admittedly, I feel like a complete moron at this moment because I am either succumbing to stress & anxiety and somehow I keep missing the proverbial forest while staring vast expanse of enormous tress to get the better of meme sick despite possessing 3+ decades of advanced technological training & practical, operational experience within the IT / IS realm / CySec & OSINT maintenance and advanced troubleshooting and numerous aspects of networking, cyber
Jay,
Thank you for the follow up....truly I am very appreciative; but I wonder if you are fully aware of a particular limitation with regards to using the method of reaching out to support to have a trouble ticket created to address accounting errors for Dropbox users with paid subscriptions through Google Playstore.Indeed, upon following your advice by opening the provided link in a fully incognito browser tab, selecting OTHER, then typing the email associated with my Dropbox account and being prompted to select the billing method from the dropdown radio list .....my choice SHOULD BE GOOGLE PLAY, given that all monthly installments for my Dropbox subscription have been handled via Google since 2016. That is correct, is it not?
*** Admittedly, this shouldn't be causing me such consternation or difficulty....yet either I am a total dumb@$$ here or perhaps there has been a recent change to the website functionality that is currently unfamiliar to support personnel..... I DUNNO. ***
Jay, I promise I am not being intentionally thick. I trust that this should generally all be quite self-explanatory and straightforward. It isn't proving so in my experience, however.Look, I played around with the dropdown options to try and ferret out WHY NO HARDCODED GRAPHICAL UI ELEMENT EXISTS TO MOVE BEYOND THE PROCESS OF SELECTING BILLING METHOD TO ACTUALLY GET TO THE POINT WHERE A MEANS BY WHICH I COULD SUCCESSFULLY TRANSMIT THE REQUESTED INFORMATION .....EITHER VIA A CLICKING / TAPPING AN ONSCREEN SEND or SUBMIT BUTTON or by using the RETURN / ENTER key through onscreen KEYBOARD.
What I discovered is that selecting GOOGLE PLAY vs CREDIT CARD, etc., IMMEDIATELY ALTERS UI FUNCTIONS DISPLAYED BY THE WEBSITE. The UIX is dynamic and the GOOGLE option when selected REMOVES THE TYPICAL "CLICK TO SUMBIT" FUNCTION entirely. It disappears from view entirely.
So......here's the rub....I can indeed select the CREDIT / DEBIT CARD option rather than GOOGLE PLAY because that gives me the opportunity to tap SUBMIT .....but not without providing all the card details, which DROPBOX (to the best of my knowledge) DOESN'T HAVE ON FILE. I intentionally opted for billing through Google Playstore because MY DROPBOX CREDENTIALS WERE AMONG THOSE EXFILTRATED & DUMPED ON THE DARK WEB BY HACKERS FOLLOWING THE 2012 DATA BREACH, something I remain keenly aware of to this day.
HOW SHOULD I PROCEED ....?
I have a screenshot of all the monthly Dropbox subscription payments through Google Playstore going back to March 4, 2016 ....heck it even shows a few times that Google submitted my monthly charge to a credit card that had expired or had been temporarily maxed out amidst the Covid-19 pandemonium.This is getting ridiculous, but I want to submit whatever is NEEDED to FIX this ASAP.
OH, BTW, SO YOU DON'T HAVE TO TAKE MY WORD FOR IT....see the attached screenshot (contains NO SENSITIVE info / PII other than email).
You can see there is NO WAY TO SUBMIT .....so I was left wondering what the heck to do!
Thanks in advance.
[Removed as per Community Guidelines]
- Jay
Thanks for the information. In order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?
Jay, I apologize for overlooking your reply this weekend. I don't know what happened, but I want to assure you that I am absolutely okay with you reaching out to me via the email you see associated with my forum account and of course with my Dropbox account as well.
I look forward to your message and/or email and thank you profusely for assisting me to resolve this ridiculous issue so I can regain the full use of the storage space and sync / backup services I've been paying for this entire time and have grown so reliant upon for well over a decade now.
Sincerely,
Brendon
Jay, also I apologize if I violated community guidelines by posting the screenshot(s) in my prior response from last week. I tried to eliminate personally identifying info from being included but I must've missed something & I appreciate you continuing to work with me despite the oversight on my part.
B
Really Dropbox .....REALLY ???Hey Walter, I haven't seen your email yet but I did get this, which to be perfectly honest is very aggravating given the situation I'm faced with and the fact that I've been without access to my files on Dropbox for months, yet STILL have no resolution. It's nuts and it is forcing me to rethink my decade plus trust in Dropbox to protect my files by backing them up & keeping multiple devices in sync. It's sad but true.... my faith is waning significantly. Brendon
I will check email again now. Thanks
