|I already have this ticket, but would like to accelerate a solution to my Plan downgraded to Basic nearly 4 years ago. I'm paying for Plus. Can I hope to have my storage restored rapidly, please? The anomaly occurred when another entity brought me with my email address into their team, but I have been removed now. I will close my account and stop paying if this is not resolved very soon.|
|Ticket #10549495: Dropbox Plus account not activated|
Hi @edwardsmay, thanks for messaging the Community!
If your plan downgraded to a Basic plan 4 years ago, then you shouldn’t be paying for Plus.
If you are paying for Plus, did you originally upgrade via the Dropbox site or the mobile app? Do you see any payments here?
Keep me posted!
I did it on the site. I hope I have not been victim of a scam. Payment details are shown by PayPal as follows
It sounds like the payment was made on another Dropbox account that you’re not aware of, as there's no record of any transactions on your Dropbox account.
If you have any other email addresses, try signing into Dropbox with them, or resetting the password, to see if you actually upgraded that account.
If you can’t find any account, I’d recommend getting in contact with our support team directly to look into this matter in more detail.
You can do this by logging into your account, clicking this support link and providing as many details as possible.
Keep me posted!
OK, you were right. I had another account with email@example.com.
I have logged in and looked at the plan, but here too, it is only Basic.
I still don't understand how you could be collecting the money from me all this time without the slightest alert! And on this separate account I am also invited to upgrade. I suspect this other account will also show 'No transactions', so where is the money going?
Thank you Jay for getting to the bottom of this.
I checked payments on my iPhone and can confirm that it shows 'No transactions'.
On 7 July 2019 my monthly payment increased from €9.99 to €11.99.
The first payment made from my PayPal account (linked to firstname.lastname@example.org) was on 6 March 2017.
I think earlier payments were made by Visa but I'm not certain.
Does the payments page show no transactions there either?
If so, then you could have yet another account you’re not aware of.
As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.
You can do this by logging into your main account, clicking this support link and providing as many details as possible.
Keep me posted!
OK, now I've got the explanation, but INTERVENTION IS NEEDED BY DROPBOX because I no longer have access to the email address used when I started in 2013. My address then was [Removed as per Community Guidelines], but I have no way of resetting the password on that address, because I HAVE LOST THE DOMAIN NAME. I repeat: human intervention needed to find the funds credited to me at that email address, and transfer to my account as [Removed as per Community Guidelines].
Alternatively, please refund the money collected with no service provided.
As mentioned in my previous post, please submit a ticket to the support team directly using the steps provided there while logged into a Dropbox account you normally use. Thanks!
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