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Having an issue downgrading and then re-upgrading my account

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Having an issue downgrading and then re-upgrading my account

New member | Level 2
New member | Level 2

I somehow was on a trial with a business plan which I really did not need. When the trial was over I followed the instructions to downgrade to Professional. When it came to the credit card screen it kept giving me errors. It was not a credit card address or anything like that because they charged my card 3 times and now my account is in a locked status. I have tried everyhting possible to get a hold of these people since last week. I need my account fixed ASAP.

3 Replies 3
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Re: Problems downgrading

Dropboxer
Dropboxer

Hi @msmith12, thanks posting on the Community, and I’m sorry to hear about this.

If your card has been charged, but the account hasn’t upgraded according to the site, then it means these were attempted charges, which all failed to go through for some reason.

I’d recommend checking with the bank directly to see why the payments were declined, since (for security and privacy purposes) our support team wouldn’t have this information to hand.

Let me know what you find out!


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


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Re: Problems downgrading

New member | Level 2
New member | Level 2

These were not attempt's they all actually went through and confirmed with my bank, The account was locked since I tried numerous times to put payment through. So they have my money and my account is still not downgraded. 

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Re: Problems downgrading

Dropboxer
Dropboxer

What do you see on this page when you login to your account online?

What subscription is it on and how much quota do you have on the account? Thanks!


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


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