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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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- Hannah
Dropbox Community Moderator
Hey dadamanga, thanks for posting to the Dropbox Community today!
Is it possible that you logged in to Dropbox using a different email address than the one this email about the renewal failure went to?
Because it does sound like you have two accounts.
Please check and let me know what you find!
Hello Hannah, I checked both possible options, one is with the email address that the expired card email came to, and one with my current email address. They are both empty and have no files in them. Is there any way to contact support via email or any other means? You can see from the email that I received that I have a paid account...
- Hannah
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?
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
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?
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
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.
Hello, sorry, there is no option to see any further information. I will send an email to the address that you have provided.
Hello again and sorry I do not understand. The link you provided does not open an email it opens an account page and that is not the right account. The account in question has a different email address. I am lost.
- Nancy
The page I linked above should be showing you the email address that's linked to your Dropbox account/Community profile here on the forum.
I just wanted to make sure you can access that email address before messaging you there directly. We'll look into your other Dropbox account after that.
