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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 information to make sure it's up to date.
After April 29, 2024, your account will be downgraded to Dropbox Basic, and your space will be reduced to its original amount. If this happens, none of your files will be deleted, but you'll have much less space to add new files to Dropbox.
I have tried to log in to update my card but when I log in, there is nothing in my account, no history, no files, zero. I do not know what to do. Now it says I do not qualify for support because I have a free account. Totally confused.
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OK so that is not the correct address, but, it is my usual business email address so you can email me there, and I will give you the address linked to my account, by return email. Thanks.
Hi All
I saw member dadamanga had the exact same issue as I'm having. I've been a paying member for my Dropbox account for many many years and signed in today, only to find that I have zero folders and I have a Basic account.
I'm a wee bit panicked about it. All I can think is that my credit card was compromised and had to be changed and was never updated and now I've been locked out.
A woman named Nancy who is a moderator on this forum was able to help the other client. Can someone (or Nancy) point me in the right direction on how to get mu files back and up my subscription again?
I'd be so grateful!
Hello Nancy,
I just posted and am having the same issue and am a little panicked that I've lost years and years of files. Have no idea what's happened. Can you respond to me please so that we can connect?
Thank you!
Michelle
RESOLVED:
Somehow two accounts had been created with 2 different emails. Have know idea how.
Found all of my files. Thank you!
RESOLVED:
Somehow two accounts had been created with 2 different emails. Have know idea how.
Found all of my files. Thank you!
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.
Dear Nancy - I have a similar problem. Since April 1st, I have tried to update my card details more than 11 times. I have contacted my bank and it is definitely being rejected by YOUR system. Since the beginning of April, I've been in contact with your support member, Tony, but he has not resolved the issue in the least. I would be very happy to send you all of the emails I have sent to him. I've been a customer since 2015 and cannot believe what poor service I'm getting right now. Absolutely appalling. Plus, our business is suffering since we cannot share documents! You are my last hope before I contact the Better Business Bureau to file a complaint.
Now that my problem is resolved, how do I stop following this post so I no longer get emails everytime someone comments?
