Upgraded to Family but my account is still Basic

[BroncoBilly]

I upgraded from Basic to Family, my credit card was charged, but I log in and Dropbox thinks I'm still on Basic.

[Walter]

Hey @BroncoBilly, sorry to hear about this.

Can you please let us know if you upgraded your account to the Family plan through the app store on a mobile device or if it was directly through our website? 

If it's the latter, can you the self-served look up tool and let me know what you find?

Keep me posted!

[BroncoBilly]

Walter, thanks for your quick response.

From the credit card transaction:  K6BJ2V19MSNX

[Hannah]

Hey @BroncoBilly, sorry to jump in here.

You'll need to go to this page, (the lookup tool that Walter hyperlinked for you above), fill in the billing info and it will let you know which email address you need to use to login to your paid account.

Is it the same email address that is associated with your Basic account, as seen in your account settings? 

[BroncoBilly]

Hannah,

Mea Culpa,

The email associated with my basic account ends with ".com"

On the Summary of card purchase I added an extra "m" (".comm")

[Jay]

Hi @BroncoBilly, are you able to login to that account in general on the Dropbox site?

[BroncoBilly]

Jay.

Yes, with the ".com" account.

[Jay]

Thanks for the info, if you're not able to access the Dropbox account with the .comm email which has the payment on it, I’d recommend getting in contact with our support team directly to see what can be done.

You can do this by logging into any account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible. 

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system!

[BroncoBilly]

No.

[BroncoBilly]

I've submitted a help request and will let you know what happens Thanks a lot.