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AnnicaP's avatar
AnnicaP
Helpful | Level 5
8 days ago
Solved

My payment failed and now there's nothing in my account.

I had a plusplan but the payment failed and now there's nothing in my account. If I pay again, do I get my files back?  I need that guaranteed before I pay - how can I find out? 
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  • AnnicaP's avatar
    AnnicaP
    7 days ago

    Hi again Megan,

     

    Was me making a mistake all along and now it works - phew!

    Thanks for your help! 

     

     

Megan's avatar
Megan
Icon for Dropbox Community Moderator rankDropbox Community Moderator
8 days ago

Hey AnnicaP​, welcome to our Community! 

When were you last charged for the Dropbox Plus plan, and also when was the last time that you accessed the account? 

I'm asking because if the account was downgraded to Basic, and inactive for some time then it might have been deleted. In that case you wouldn't be able to recover your content.

If you're still paying for the account, then is it possible that you're accessing the wrong Dropbox account hence you can't locate your files? If you have the relevant charge, you can always use our self-serve look up tool in order to double check if the Dropbox account you're accessing is the same one as the one you're paying for. 

Keep me posted, and we'll take it from there! 

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