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Upgraded my account to the Professional plan via email but I'm still on the Basic plan
I have an issue with my subscription. When I log in via web or on my android app my plan says Basic (free). However, on January 26th I upgraded my plan to professional and ever since every month dropbox takes 19.9 dollars from my bank account. I upgraded the plan via an email I received and I also got a confirmation email for the subscription. I would like to cancel this subscription as I'm not satisfied with the services and I would like to file a complain and ask for refund as I haven't be able to use the additional space I paid for for the last two months. And additoonally I coudn't find any contact where I can directly contact dropbox support regarding all these issues. Did anyone experience this and how did you resolve this issue?
7 Replies
- Walter
Dropbox Community Moderator
Hi emilijalazarevska - sorry to hear about this.
Did you upgrade through the website directly or via the app store on your Android device perhaps?
Is the email address you received your receipt an exact match with the one you see on your account's settings?
Let us know more and we'll take it from there.
I upgraded through the website. I only get sms messages from my bank that money has been trasfered to dropbox. I don't get any receipts on my email, I only got one that confirms the upgrade from basic to professional.
- Hannah
Hey emilijalazarevska, I hope it's okay to jump in here.
Did you use a credit card to upgrade? If so, you should have the transaction IDs linked to the payments.
Can you use that billing info here, to see the email address associated with your paid account? And is it the same as the one you use to login to Dropbox?
I checked, it's the same one that I use to login to Dropbox.
I think I might have found the issue. Is it possible that the login doesn't recognize that the email that has name.surname@gmail.com is the same as namesurname@gmail.com ?
I managed to login with the namesurname@gmail.com and the subscription was there. This is a bug that it should be fixed! The namesurname@gmail.com is the same as name.surname@gmail.com so I get all the emails and notofications of both accounts on the name.surname@gmail.com
This should have been taken into account! I'm deeply unsatisfied with dropbox and I would like to request a refund for the months I was paying.
- Rich
Super User II
I managed to login with the namesurname@gmail.com and the subscription was there. This is a bug that it should be fixed!
This is not a bug, at all. To Google both of those addresses go to the same email account, but they are, in fact, separate email addresses to any other service, including Dropbox.
The namesurname@gmail.com is the same as name.surname@gmail.com so I get all the emails and notofications of both accounts on the name.surname@gmail.com
They're only the same to Google. No other service sees them as the same because they're not the same. They both POINT to the same account, but they are separate addresses.
This should have been taken into account!
How would Dropbox, or any other service, know that you have multiple email addresses pointing to the same email account? They can't just assume that. What if Google didn't run their email service like that? Each address would point to a different email account. The fact that they both point to the same account is a feature specific to Google. Most other email services do not operate like that.
I'm deeply unsatisfied with dropbox and I would like to request a refund for the months I was paying.
