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Forum Discussion
Why was my Family plan downgraded?
Good morning
I received the following email:
The credit card used to pay for the subscription was cancelled but now they have cancelled my family plan even though I have already paid for the year?
Any help would be much appreciated.
Hi Tihan,
There was an issue with the payment information associated with your Dropbox Family plan. We tried to reach out to your plan manager [Removed as per Community Guidelines] multiple times, but weren’t able to successfully charge your subscription after multiple attempts.
Your account has been downgraded to a Dropbox Basic plan and other Dropbox Family plan members have also had their accounts downgraded to Dropbox Basic. None of your files have been deleted, but you won’t be able to sync or add new files to Dropbox if you are using more space than your new storage limit.
6 Replies
Hi Jay
I do have a receipt that was received from dropbox. How do you upgrade back to the family plan without paying the subscription fee again?
- Jay
Dropbox Staff
You would need to subscribe again with the full payment, if the account was downgraded early, it's possible that a refund was made to the original payment method. Did the card receive any return on the payment?
There was no refund received from dropbox.
- Jay
Thanks for the info, as this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.
You can do this by opening an incognito/private browsing window, while not signed into any account, and accessing this link.
From there you should be able to contact support. Make sure to pick an email to which you can receive and send emails from.
Thank you very muc, I will give that a try.
