Downgraded account even though we payed (from plus to basic)

[Ressurectz]

Hello community,

We are using a dropbox plus account and our company is merged with dropbox. Something went wrong, because my colleague transferred back the money for dropbox plus that is automaticly taken of our bank account. 

When we noticed that our account was downgraded from a plus to basic we came aware something went wrong, so we transferred manually the money back to this bank account:

Adyen NV , [personal information removed as per Community Guidelines].

However our account is still in basic mode instead of plus (we can't upload or download any files) even though we made the payment manually now.

Payment was done on 29 of december.

Dropbox number: [personal information removed as per Community Guidelines]

Subscription: Year payment, 119,88

Can anyone help us with this or has/had a similiar problem ?

Thanks in advance for replying !

Greetings,

Martin

[Lusil]

Hi there @Ressurectz, thanks for checking in with us. 

Due to account-specific information that's needed to have a look into this, could you reach out to our team from this link, using an incognito window?

Let me know the ID (eg. #1234567) once you submit the ticket so that I can pass your comments along. 

Cheers!

[Ressurectz]

Thanks Lusil for responding !

I did what you proposed but to registrer the ticket i need to drop in a transaction number regarding to the transferred bank account. However my collegae doesnt have a paypal account (or any other that was shown) so he (and i) don't know how it was resolved before. The money was automaticly transferred to dropbox bank account.

This is the mandate reference; 431545234587972

Does this info help ? @Lusil

[Lusil]

In that case, I've sent you a ticket so that we can look into this together. 

Whenever you have the chance, check your inbox and we'll take it from there.

[Ressurectz]

I've recieved the ticket @Lusil 

Nr. 11831237

When i try to open the ticket it pushes me back to the standard support menu?

[Lusil]

Could you have a look at your email's inbox and see if you can reply to my message from there?

You could also give another browser a try - maybe that will do the trick.

[Ressurectz]

Ive sended you a message but got no reply yet ? Did you recieved the email?

Sended a e-mail to: community@dropboxforum.com

[Lusil]

Hey @Ressurectz, I made sure to reply to you, so whenever you get the chance, just have a look for my latest message.