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When trying to upgrade, it shows my account already has the Plus plan. Why is that?

Explorer | Level 4

Hi Everyone

I am facing a strange situation.  

As per the screenshot below, my account is said to be only 2Go and saturated.  

Capture d’écran 2020-02-03 à 19.16.25.pngEdited by moderator

 

 

But when I try to upgrade to a bigger storage plan, it says that I have a 2To plan...

Capture d’écran 2020-02-03 à 19.16.39.pngSays 2To...

Please let me know if you have any idea about what is causing this bug and how to solve it. 

Many thanks in advance, 
Warm Regards
Catherine Gris

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6 Replies

Re: Storage incoherence

Helpful | Level 5

Hi. Were you *ever* in the past on a 2TB plan?

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Re: Storage incoherence

Dropboxer

Hey @CathGris, I hope you're well today!

Could you check if you're signed into a different account online?

You can check the email for the account you're signed in with online from here, and let me know if it's different from the one shown in your desktop app.

Let me know what you find!


Daphne
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: Storage incoherence

Explorer | Level 4

Hi @Daphne 

Thank you very much for your answer, and sorry for this late reply...
I answered by email to the notification of your message, assuming that it would post my reply here... It obvisouly didn't...

Yes I do indeed have 2 different accounts, personnal and professional, created with to 2 different email adresses, and the 2 dropbox accounts are connected.

The issue is really strange. Please check out my screen recording below:
https://youtu.be/ZV_Bp6L6q6k
I try to upgrade my personnal account for more storage, but end up sent back to my pro account. When I try to upgrade the pro account, I either come back to the account / settings page and if I compare the different plan, it tells me that I currently have a 2To storage, which I don't... 
 
Do you have an idea of what is going wrong ? 

Many thanks in advance,  
Warm regards 
C.

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Re: Storage incoherence

Dropboxer

Thanks for the video @CathGris, it's very helpful!

So it looks like the account that you're trying to upgrade is linked with what used to be a paid business account, which is interfering with upgrading your personal account.

I'd suggest disconnecting your personal and free team account to see if that allows you to successfully upgrade your personal account.

Let me know if you have any questions!


Daphne
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: Storage incoherence

Explorer | Level 4

Thank you Daphne ! 
Disconnecting solved the issue and I could finally upgrade my personnal account 
Thank you again 
Kind Regards 
Catherine

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Re: Storage incoherence

Dropboxer

I'm happy to hear that did the trick @CathGris!

If there's anything else that I can help with, don't hesitate to get back to me here. grinning face with smiling eyes

Hope you enjoy the rest of your week!


Daphne
Community Moderator @ Dropbox
https://dropbox.com/support


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When trying to upgrade, it shows my account already has the Plus plan. Why is that?
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