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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...
Hello,
Today after some intervention perhaps, when I logged into my account, my files were all back in place, and the account was once again showing as a paid account and I was able to update my payment method.
I do not know what that was all about but anyway it is resolved. Thanks if someone did something to fix it.
Now that my problem is resolved, how do I stop following this post so I no longer get emails everytime someone comments?
- Nancy
Dropbox Community Moderator
dadamanga, Iâm glad to hear everythingâs in order now.
If you click on the 3 dots at the top right side of the Community thread, do you see an option to Unsubscribe perhaps?
Otherwise, you can also go here and unsubscribe from the thread you wish.
PepperPod, Iâm sorry to hear about this.
From what I understand, youâre able to log into the correct Dropbox account, but your billing info isnât accepted by the system, right?
Can you send me ticket number youâve received from our support team, so that I can check what youâve tried with them so far?
Ticket #23540237: Dropbox Support Chat
Hi Nancy
Many thanks for your response. I've attached the ticket number above. I sent a message yesterday but I have not heard back from Tony.
I also sent a copy of the exchange to your billing support at billing-support@dropbox.com but I have not heard back from them.
I look forward to hearing from you and I hope you can help me resolve this very frustrating situation.
- Walter
Hey PepperPod - sorry to jump in here and thanks for the ticket number.
I was able to locate it in our system and passed your comments on to the expert who's handling your case.
They'll be getting back to you soon, but please let us know if you have anything else to add in the meantime.
Thanks, Walter, for your responsiveness. I really hope we get this solved very, very soon. Many thanks again.
Hi all, just an update to tell you how it got solved. Tony removed all of the billing information from my account and downgraded it to basic. I then went in to upgrade the account to a Family Plan. It still wasn't working even with a different card. Cherry Mae on the chat bot directed me to open an incognito tab and try entering my credit card information in again. This time it worked. So, 10 days of serious frustration, but it got solved!
