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Drop box does not recognize me


Drop box does not recognize me

New member | Level 2

Today I got a new computer and my Drop box files are not here.  My files were not on my hard drive-- only in Dropbox.   I seem to be identiied as a user, but not as a premium user.  I pay a monthly fee through Paypal.  The transaction number on my Paypal account does not work when I submit it through that page-- I get a message telling me to submit a billing inquiry, but I cannot find that option anywhere.  Somehow my upgraded account and all my precious files have become severed from me.  I am deepluy frustrated that I cannot call a person!  

I am not ever sure how to label this problem

1 Reply 1

Re: Drop box does not recognize me


Hi @AS52251; thanks for joining our Community!


To be completely honest, it sounds like you logged into a different account (or created a new one) on your new computer. 


Since you're already paying for a subscription, can you use our self-served look up tool to find the email address by inputting the PayPal transaction ID that's associated with the charge and then try to log into that account?


If you still can't find the account in question, you can use an incognito window without signing into any account to contact our support team.


When on this page, click on the 'Need help with a billing issue?' button and submit a Help Request from the relevant option at the bottom of the page and input your payment's information along with an email address we can reach you. 


I hope this helps and please let me know if you have any more questions. 

Community Moderator @ Dropbox

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