My Plus account is gone, and turned to Basic. Now it shows all files are missing.

Hi there emily4768, sorry to hear you're having issues with this.

May I ask how you had upgraded your account in the first place? Was it through an app store on a mobile device or via the website directly perhaps?

If it's the latter, you can try using our self served look up tool to identify the email address that's associated with the charge(s) for your upgrade.

It sounds like you might have created a new account, that's why I suggested this route. 

Any additional information is more than welcome!

Hi Megan, I have had a plus account for multiple years. My email address is the same it has always been. It is not that I do not know the email address, it is that now that email address is logging in and saying it is a basic account and ALL my files are missing. The basic account is under the same email the paid one is under so how could two accounts be created?

Hey emily4768, you can only have one Dropbox account linked to one email address. 

Can you check your events page, and let me know what it reports? 

It is opening up to the free basic version, it will not open and let me access my plus account. The events page, on this laptop show the app was added on 10-29 and again today however it first started on my phone app and then did the same on my Mac.

Based on what you described, it sounds like this is a new account emily4768. 

Do you have the billing info of the Plus plan available? If so, have you tried the tool I provided earlier? 

Is it possible that your account downgraded from the Plus plan to the Basic one? 

How can I have a new account with the same email, you said this is not possible. It is not time to renew, it is paid for the year and renews each year in December. I have the billing transaction  12/10/2023, on auto renew and the transaction ID if needed. Again, I can see my files on my computer which I have disabled the internet so it does not occur (to those synced), but any which have been opened since Monday are now asking to sign in and when I do, with the exact same email, it says it is only a basic plan. I know my files are safe for 30 days but the clock is ticking and I need these for work. Please help. Who can I call or chat live with to provide the billing details and show the account which was working until Monday and has now vanished.

Hey emily4768, we stongly suggest that you try the payment lookup tool.

Please search your payment details with this tool, to confirm the email address and let us know what you find.

Otherwise, you can also contact our support team by following these steps:

1. Open a private browsing/incognito window and go to this page.
2. In the "I want to look up information related to" section, choose "other" and type in an email address you can access.
3. Fill out the rest of the form.
4. Click "submit" and send us the ticket number, once you receive it.