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Forum Discussion

Lucy123's avatar
Lucy123
New member | Level 2
11 days ago
Solved

Why does the interface display my Dropbox account as Basic, if I've subscribed to a Plus plan?

Dropbox Plan
Plus,
Payment Method
(Credit Card)
How did you upgrade?
(directly through the Dropbox website)

Question or Issue

I’ve been subscribed to Plus since August and my monthly payments have gone through successfully. However, when I logged into my account today, it showed that I’m on the Basic plan, and I’m unable to access the files I previously uploaded.How can I fix this?

Payments
upgrades
  • Nancy's avatar
    Nancy
    11 days ago

    Hey Lucy123! Thanks for posting on our forum today. 

    The most likely scenario is that you’re currently logged in to a different Dropbox account and not the one that you initially upgraded to a Plus plan. 

    If you upgraded your Dropbox account directly via www.dropbox.com, I’d like you to go here and insert the 12-digit transaction ID that should be linked to your Dropbox charges in the field. This will show you the email address that’s connected to your paid subscription.

    After that, I’d like you to compare that email address with the one showing at this page. Are they the exact same? 

    If not, you’ll need to sign out of the free Basic account and log back in to Dropbox with the credentials of your paid plan. 

    Let me know how it goes.

3 Replies

  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    11 days ago

    Happy to hear that! At the moment, you can only transfer (share) files from one Dropbox account to the other. Here's how you can do that.

    Let me know in case you have any questions, or need any help during the process.

  • Lucy123's avatar
    Lucy123
    New member | Level 2
    11 days ago

    thank you very much, it is fixed now. by the way,is it possible to merge two accounts into one?

  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    11 days ago

    Hey Lucy123! Thanks for posting on our forum today. 

    The most likely scenario is that you’re currently logged in to a different Dropbox account and not the one that you initially upgraded to a Plus plan. 

    If you upgraded your Dropbox account directly via www.dropbox.com, I’d like you to go here and insert the 12-digit transaction ID that should be linked to your Dropbox charges in the field. This will show you the email address that’s connected to your paid subscription.

    After that, I’d like you to compare that email address with the one showing at this page. Are they the exact same? 

    If not, you’ll need to sign out of the free Basic account and log back in to Dropbox with the credentials of your paid plan. 

    Let me know how it goes.

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