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dadamanga's avatar
dadamanga
Explorer | Level 4
2 years ago
Solved

Got an email about a failed attempt to renew but my account shows as Basic and is empty

I had a paid account for many years.  My credit card expired and I received an email saying:    We weren't able to charge you $11.99 for your Dropbox subscription. Please check your billing infor...
account access
File access
  • Nancy's avatar
    Nancy
    2 years ago

    Perfect! I just sent you an email. Please reply back to it, dadamanga, and we’ll look into this further.

Hannah's avatar
Hannah
Icon for Dropbox Community Moderator rankDropbox Community Moderator
2 years ago

Thanks for checking, dadamanga.

 

Actually, first I'd like to ask you to check the plan tab in the account settings, while signed in to both accounts, to make sure they're both free ones, because they might be empty, but they still could be paid ones.

 

So, you can use a normal browser window for one account and a private browsing/incognito for the other and go to https://www.dropbox.com/account/plan

 

Do both of them show as free Basic accounts?

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

If I sign in to the account that is attached to the email address where I received the failed payment email, it shows as a free account.  There are zero files stored in the account. It previously had hundreds of gigs.  If I sign in to DropBox with my usual address in an incognito window, it also says I have a free account.

 

 

  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Sorry to jump in here, dadamanga. 

     

    Just to clarify, are you being billed directly from Dropbox? If yes, then please check your bank statement to locate your 12-digit transaction ID. Then, I’d like you to go to this page and insert the ID in the given field to see the exact email address that's linked to your charges.

     

    Please open an incognito window on your browser after that, and copy paste that email address at the login page. Are you still seeing a free empty account after that?

    • dadamanga's avatar
      dadamanga
      Explorer | Level 4
      2 years ago

      My bank statement has an alphanumeric number but it is not 12 characters so it does not work.  The reference on my bank statement is [removed per Community Guidelines] 28/01 49

      • Nancy's avatar
        Nancy
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        2 years ago

        I’ve removed your transaction ID from the forum, just in case. Are you seeing any option on your bank statement to get the full transaction ID and see more details on the transaction? 

         

        If not, then no worries. I can open a ticket for you to this email address, and we can check this internally.

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