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Upgrade failed but credit card still charged

Upgrade failed but credit card still charged

danielwd
Explorer | Level 3

Hi! I got the email from Dropbox that I was almost out of storage in the free tier. So I filled out the form to charge my credit card to upgrade. I hit "submit" and my card was definitely charged, but there was an issue with the form and my account was not upgraded (still seeing banners and such that read upgrade for more storage, etc. when I login). Please advise. Thank you! 

4 Replies 4

Re: Upgrade failed but credit card still charged

Jay
Dropboxer

Hi @danielwd, thanks for messaging the Community!

 

Could you confirm if you upgraded your account from the Dropbox site directly, or via the mobile app?

 

Are you able to see the payment on this page on your account? Have you tried locating the account using the card lookup tool?

 

If you need any further assistance, please let me know!


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: Upgrade failed but credit card still charged

TDTC
Explorer | Level 4

I have the same issue. I purchased it on the computer and see the chartge on my credit card and it is not upgrading.

Re: Upgrade failed but credit card still charged

Walter
Dropboxer

Hey @TDTC; thanks for joining the discussion here.

 

It sounds like you upgraded another account of yours, probably associated with another email address of yours.

 

Could you try our self served look up tool to find the email address that's associated with your purchase and see if it's an exact match with what you see under your plan's tab


Walter
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
:arrows_counterclockwise: Still stuck? Ask me a question!
:pushpin: Tips & Tricks Find new ways to stay in flow or share your tips on how you work smarter with Dropbox.

Re: Upgrade failed but credit card still charged

TDTC
Explorer | Level 4

I think I got it sorted out, thanks!

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