Forum Discussion

Advt27's avatar
Advt27
New member | Level 1
11 months ago

Paid for a subscription but haven't received the storage.

Hi there, I just purchased a subscription, but the storage hasn't increased yet. I see the transaction in my bank and while plan page at Dropbox.com shows that I have the Plus active, yet no storag...
billing
Payments
Storage space
kj78's avatar
kj78
New member | Level 1
10 months ago

Hi Hannah, I have a similar question. I opened a document shared with me via dropbox, it opened my former basis dropbox account, but last august I paid for a professional account. I can't acces my work folders any more, because they are too big for a basic account. I can see the payment of last August in my bank, but the transaction number has 16 digits instead of the 12 digits the chatbox is askink me for. I hope you can help me because I can'y use the normal support route, because it says I have a basic free account. 

Nancy's avatar
Nancy
Icon for Dropbox Community Moderator rankDropbox Community Moderator
10 months ago

Hope you don’t mind me jump in, kj78.

It sounds like this file has been shared with your free Basic account instead of your paid subscription indeed. 

Besides the email address you see here, do you have any other emails that could be linked to your paid plan?

  • kj78's avatar
    kj78
    New member | Level 1
    10 months ago

    Hi Nancy, thank you for jumping in. No, that is what makes it curious. I do not use an other mailadress for my dropbox. I can give you my transaction number if that helps? 

    • Megan's avatar
      Megan
      Icon for Dropbox Community Moderator rankDropbox Community Moderator
      10 months ago

      Hi there, Advt27!

      As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.
      You can do this by opening an incognito/private browsing window, while not signed into any account, and accessing this link.

      Once you get a ticket ID from the automated response sent via email in a few minutes, please let me know the number here so I can locate it in our system.

      • kj78's avatar
        kj78
        New member | Level 1
        10 months ago

        Thank you, this is my ticket number Ticket #24786845

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