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Forum Discussion
My plan was downgraded
I've paid hundreds of dollars for Dropbox Plus. I got really frustrated last July when my Dropbox Plus double-billed for both my name gmail.com as well as my name googlemail.com which if you know Gmail you'll recognize is the same address. I finally (after hours on the phone ands email with Dropbox and my bank) got this resolved. Now, 8 months later and my Dropbox Plus quietly is no no longer Plus but Basic - no payment reminder). Has anyone else had this? How did you get in touch with Dropbox? The irony is I should have access (for paid members only) to support but Dropbox seems keen to screw me around once again.
7 Replies
- Jay
Dropbox Community Moderator
Hi julianbahatiaxmann, thanks for bringing this to our attention.
If the plan has been downgraded, could you can check the payments page to see if the subscription period for the account had expired somehow?
This will help me to assist further!
Hi @jay it says I was billed on 07/11/2022 and refunded on for 09/29/2022 Dropbox Plus refund (07/11/2022 to 07/11/2023). The frustrating part is that this refund was for double-billing and I somehow lost my Plus even though I paid for it twice: once for gmail.com once for googlemail.com although they're the same email
- Jay
Just for clarification, does this mean you received a refund for both Dropbox accounts, or just one?
If not, is the refund for the correct account you wanted to be downgraded?
They are the same account. I paid for the same account twice and got refunded once. The issue is that Dropbox has a glitch that sees gmail and @googlemail as different things. gmail.com and @googlemail.com are the same address but I was charged twice and lost my Plus apparently after I was refunded once.
- Jay
It wouldn't be a glitch, since technically these would be two separate accounts according to Dropbox, just like the aliases Gmail provided (by adding dots in the name). The majority of sites websites would see the emails as different accounts.
Regarding the billing issue, try contacting the support team by opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address that you can access, followed by your billing info.
How are they separate emails? There are no dots in my name. Look again: [removed per the Community's Guidelines] g stands for google that's the only difference. I followed your steps and would really appreciate it if Dropbox fixed this glitch
- Walter
Hey julianbahatiaxmann, sorry to jump in here, but could you share your ticket ID for your support interaction so that we can look it up in our system?
Also, have you tried logging into Dropbox using both of those email addresses?
