Forum Discussion

haburch's avatar
haburch
Explorer | Level 4
2 years ago

Why was my account downgraded?

I need urgent assistance.

On 13 July I received an email informing me that my subscription had been downgraded to Basic.  My subscription is paid through Apple. It has always been up to date.  The billing cycle is on the 19th of each month. No payment has been missed and the next payment was not due until 19 July.  Despite this, the subscription was downgraded.  I raised the issue with three support requests.  Each one has been ignored. My subscription for 19 July has now been paid (as it always has been, by Apple) but I am still on Basic.

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

    Hi haburch, thanks for bringing this to our attention.

     

    Are you able to see the successful invoices and receipts for the recent payments on this page?

     

    Have you been in contact with Apple regarding this matter? What support ticket IDs do you have logged with Dropbox in order to locate them on the system?

     

    This will help me to assist further!

    • haburch's avatar
      haburch
      Explorer | Level 4

      Hi Jay,

      The support ticket is #22433471.

      I cannot see any payments or receipts on the link that you sent me.

      There is no problem with Apple - they have been debiting my credit card monthly.  I can see the money coming out each month, both on my Apple subscription account and my credit card statement.  As I said, the last payment was yesterday.  The Dropbox account has always been up to date.  But I was downgraded on 13 July when my subscription was not even due until the 19th!

      Please assist me, this is incredibly frustrating.

      Regards,

      Hugh [removed]

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

        Hi haburch, sorry to jump in here! 

         

        Keep in mind that the ticket you sent us, was back from April, and has now been closed. Is it possible that you had two accounts, with two different plans, and charges each? 

         

        Also, for Apple, you should be able to view your invoice directly from the App Store following the instructions outlined in this article: http://support.apple.com/kb/HT2727

    • haburch's avatar
      haburch
      Explorer | Level 4

      Hi Jay,

      Did you receive my reply to your message?

      I have not heard from you since I responded.

      Regards,

      Hugh [removed]

  • stenerik's avatar
    stenerik
    Explorer | Level 3

    Subject says it all! My payment is showing as current through the Apple store, yet I was downgraded to the basic plan. I can't find any way to directly contact Dropbox support for a billing concern. Any ideas?

    • Rich's avatar
      Rich
      Icon for Super User II rankSuper User II

      stenerik wrote:

      I can't find any way to directly contact Dropbox support for a billing concern.


      Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.