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Account downgraded after a valid payment

Account downgraded after a valid payment

sasim
Explorer | Level 3
Hi,
We were on dropbox business account and we were downgraded today to Dropbox Basic.
We want to get back to business,can we know why we were downgraded,i am sure there was a valid payment on file and we didnt have any email/notifications about this downgrade.
 
This has impacted our work and we want to get this resolved quickly.
 
Everyone in the support chat suggests resubscribe or renew which doesnt make sense if we already paid for the year,we dont want to make the payment again.Correct me if i am wrong!
Best regards
Sasi
1 Reply 1

Re: Account downgraded after a valid payment

Daphne
Dropboxer
Hi there @sasim, I'm sorry to hear about the situation!

If you have a successful charge on the payment method used for the Dropbox subscription, can you use the lookup tool here to ensure that this was applied to the correct account?

Most likely, if the account was downgraded then the payment may not have been successful, or it was blocked from going through.

If you see that the charge did indeed go through, and was applied to the correct Dropbox account (which would be the team admin's account), please submit a ticket with our Support team here.

I hope this helps, let me know if you have any questions!

Daphne
Community Moderator @ Dropbox
dropbox.com/support


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