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account without the paid plan

account without the paid plan

Sus_F
Explorer | Level 4

Hi. I hope somebody can help. Here is the issue: I modified the email address and related password in July, and also paid for a Dropbox Plus - 2TB. However, I opened it 3 days ago and it shows a basic 2 GB account, with not a single one of my files. I sent an email to get support, but I haven’t received any answer (according to Dropbox Italy website, every request is processed in 1-2 days). How can I re-gain access to my files and get back the space I paid for? Any help will be appreciated. Thanks.

8 Replies 8

Re: account without the paid plan

Rich
Super User II

@Sus_F wrote:

I modified the email address and related password in July, and also paid for a Dropbox Plus - 2TB. However, I opened it 3 days ago and it shows a basic 2 GB account, with not a single one of my files.


It sounds like you're signed in to a different, empty account. Have you tried signing in with your other email address?

Re: account without the paid plan

Lori
Dropboxer
Hey @Sus_F, I hope you're doing well! 

It sounds like you could have two Dropbox accounts. 

You can always use our self-serve look-up tool, in order to locate the account linked to the charge. 

Can you give it a go, and let me know what you find?

Cheers!

Lori
Community Moderator @ Dropbox
dropbox.com/support


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Re: account without the paid plan

Sus_F
Explorer | Level 4

I tried, but I got a message stating that a verification code was sent to the previous email, to which I no longer have access to.

 

Re: account without the paid plan

Lori
Dropboxer
In this case, the best thing you can do is cancel the paid plan @Sus_F.

Can I ask for your ticket number, from your communication with our support?

Then you can purchase additional storage on the Dropbox account you have access to.

Lori
Community Moderator @ Dropbox
dropbox.com/support


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Re: account without the paid plan

Sus_F
Explorer | Level 4

Hi Lori, I'll try. However, in the meanwhile, do you know if there is a way to check how many accounts (free or paid) one email is linked to? Thanks

Re: account without the paid plan

Sus_F
Explorer | Level 4

Hi Lori, what will happen to my online only file in such a case? It seems that if no file migration is guarantee, I will lose them all.

Re: account without the paid plan

Mark
Super User II

One email can only be linked to one account. There is no way to have more. 


 


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Re: account without the paid plan

Sus_F
Explorer | Level 4

@ Thanks. In such a case, I hope my files are still linked to the old email address and maybe @ can help with this...

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    Sus_F Explorer | Level 4
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    Mark Super User II
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    Lori Dropboxer
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