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Still being charged for downgraded account

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Explorer | Level 3

I downgraded my account to Basic/Free.  My credit card was still charged the following month but my account does not show that charge/receipt and the charge does not show as valid via Dropbox's credit card check tool.  

6 Replies 6
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Re: Still being charged for downgraded account

Dropboxer

Hi @Lance L; welcome to our Community!

 

Since your account shows that it's on the free, Basic plan, you're most likely getting charged for another account of yours associated with another email address. 

 

If our self-served look-up tool doesn't bring up any results when you input the charge's transaction ID (this should be a 12-character alphanumeric code), I'd suggest using an incognito window while NOT logged into any account to contact our support team via the relevant form so we can assist further. 

 

I hope this gets resolved for you soon! 



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


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Re: Still being charged for downgraded account

Explorer | Level 3

Thank you for the response.  Unfortunately, this has not addressed my issue. 

 

This is an overcharge on the same, downgraded account.  The amount & bill date of the month is the same.  If I had a second monthly account associated with this card, I would have seen multiple charges in past months and that is not the case.   And, the only other personal DB account we've ever had is on an annual cycle with renewal later this year. 

 

The self-service tool continues to request a valid 4 digit code & expiration (even though I am using the information from the card).  Submitting in Incognito mode or other browsers does not address the issue. 

 

Also, there does not appear to be an appropriate option for next action on the relevant form link you provided.  

 

Lance

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Re: Still being charged for downgraded account

Dropboxer

Thanks for the update Lance!

 

Have you made sure you're not logged into any account when using this form to contact our team to look further into this?

 

 



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


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Re: Still being charged for downgraded account

Helpful | Level 5

Walter, thanks, self-served look-up tool helped in my situation.

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Re: Still being charged for downgraded account

Explorer | Level 3

Yes, I tried the credit charge tool several times when I was NOT logged in to Dropbox via a browser.  In fact, I as attempted to do so in a new incognito browser session as well.  - Lance

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Re: Still being charged for downgraded account

Dropboxer

I'm sorry if I wasn't clear @Lance L.

 

In case you still have issues with this, try the incognito while NOT logged in again; only this time instead of trying the look-up tool, use this form to contact our support team so we can assist further with account specific information. 

 

I hope this helps! 



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


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