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Dikasyoka's avatar
Dikasyoka
Explorer | Level 3
2 years ago

Upgrade not confirmed after paying

I paid for a 2TB upgrade for my Dropbox on 21 September 2023. My bank debited the 11.99 but Dropbox did not confirm the upgrade. My account still says I'm out of space. I keep being tossed back and forth by Customer service. Can somebody please help?

  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff

    Hi Dikasyoka, thanks for bringing this to our attention.

     

    Did you upgrade via the Dropbox site directly, or via the mobile app? 

     

    According to your bank statement, were you charged by Dropbox, iTunes or Google Play?

     

    As you mentioned the support team, do you have the ticket ID in order to locate it on my end?

     

    This will help me to assist further!

    • Dikasyoka's avatar
      Dikasyoka
      Explorer | Level 3
      Hi, I upgraded online, not on the app. I only have the debit notification from my bank, nothing from Dropbox. It does show that the payment was to Dropbox. How do I share the payment receipt?
      • Jay's avatar
        Jay
        Icon for Dropbox Staff rankDropbox Staff

        Do you see any payments on this page on your account?

         

        Are you certain the upgrade was for this account? Could you check the card lookup tool to determine if the payment was for another Dropbox account?

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