I paid for the drop box on my phone and I am using it on my computer and my phone. But why is it recognized as a new account, not an existing account, as soon as I entered the drop box with a new phone and a new laptop? I want you to restore it, or I want my money back. My google mail is [Removed as per Community Guidelines]
Hi @kim han june, thanks for posting on the Community!
I'm sorry to hear about this matter. Which mobile device were you using, was it an Android or iOS device?
When you upgraded, what account were you signed into at the time on the mobile app? I'd like you to check the email and also look carefully for typos in any of these places:
Keep me posted!
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 account, clicking this support link and providing as much info as possible.
If you're having issues with the site, could you try switching browsers to see if this helps?
Otherwise, use incognito/private browsing mode without any extensions running, clearing your cache and even resetting your browser entirely. Make sure to scroll down the page to choose the option for submitting a help request.
On your bank statement, does it show Dropbox, iTunes or Google Play from when you upgraded previously?
Please could you try contacting the support team again on this link for them to investigate in more detail.
If you're not able to submit a help request when you scroll down, even after using anew browser, please let me know.
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