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Forum Discussion
Upgrading through iDeal failed
I tried resubscribing from basic to Plus.
I used the Dutch payment method iDeal for this, but AFTER the money was taken from my bank account, the site said something went wrong.
Now the upgrade didn't go through, I can't contact Dropbox support because it still thinks I'm on Basic and the money is gone from my account?
I think its ridiculous I have to post this on a forum to get an answer in the first place, but did anyone encounter the same? and how did you solve it?
Would be awesome if an actual person from Dropbox could help out with this...
9 Replies
- Mark
Super User II
Contact Dropbox support at http://www.dropbox.com/support while not logged in, even here. So use an incognito window. Include details of the payment and proof etc. of it being taken.
- Megan
Dropbox Community Moderator
Hey mikejansen165, thanks for posting here today!
I also suggest trying what Mark already mentioned. Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.
If you face any problems contacting our Support that way, let me know and I'll be more than happy reaching out internally in order for us to investigate further.
Keep me posted!
Thanks for the response Megan!
i was able to create a ticket that way, I will send you the ticket number :)
Megan the ticket number would be: #25122518
- Megan
Hey there, mikejansen165!
Amazing job, thanks! I was able to locate your ticket number, and it seems one of our agents has already replied back.
Did you have the chance to review their reply?
I did, but for now it only seemed to be a request to reply directly from my mailbox.
- Hannah
Hey mikejansen165, I see that you also have another ticket open with Richard, who is asking for some info in order to assist you, can you please check and get back to him?
Thanks!
Hi Hannah ,
I did see his message and replied back, but unfortunately that seems to lead me into an endless loop.
Richard is asking me to provide details that do not exist, because I didn't pay through credit card or PayPal.
I did my upgrade through the Dutch payment provider iDeal, which was an option on the Dropbox site.Checking this forum, it seems like more people have had this issue.
Richard is telling me he can't find anything based on the information I provided, but I'm not sure what to tell him as this is all I can give because it is all I have.Could this be checked internally, because it seems like there's little knowledge internally about the usage of iDeal?
- Megan
Hey mikejansen165, sorry to hear about that!
I understand how important that is to you, and I assure you that we'll try to get to the bottom of it as soon as possible.
I've left an internal note of our conversation linked to your email chain, in order for Richard to also have a look into this.
Our team will do the best that they can with all the necessary tools in order to locate where this charge is coming from, and help you resolve your issue.
I appreciate your patience, while we're looking into this, and keep an eye out on the email chain.
