help needed to have my professional account acknowledged

[Sharon W]

Hi there,

Can anyone help me sort out my account as it is  not being acknowledged as a professional one. Have just received receipt for last payment made and yet I am being treated as if I have the basic account.    I wish to send a large file and have access to live chat.

[Lusil]

Hey there @Sharon W, let's see what we can find on this. 

Could it be that you upgraded a different account, other than the one you're using? 

You can try looking up the email address and payment date associated with the charge using this tool. 

Check it out and let me know what you find, thanks!

[Sharon W]

Thanks Lusil,

I checked my e mail address with the receipt date sent to it.   I only have the one account which was upgraded to the professional.

Do you have any other suggestions for me?

All the best

Sharon

[Lusil]

Could you let me know if you upgraded from our website, or using a mobile device (iOS or Android)?

[Sharon W]

from your website .

[Lusil]

In this case, as I'd like to help you out on this, I've sent you a ticket. 

When you have the chance to check your inbox, find my latest message and give me a nudge there. 

Cheers!

[Sharon W]

Hi there,    I have a professional account but am not being supported with live chat to allow me to send larger files.   Lusil was being helpful but still needing this help. Can give verification of my receipt payment i.d and date.

[Mark]

You need to log in to the Professional account and go to www.dropbox.com/support 

[Sharon W]

Thanks Mark,   I have already tried this with no success.   When I log in to my account , which was upgraded to professional, I a offered the opportunity to upgrade to send my large file.   I have decided that I will do this and then communicated with someone to sort out what has gone wrong.   

[Lusil]

Due to account-specific information that's necessary to look into this, we'll have to continue via email.

I've made sure to reply to you via email, so whenever you have a moment, check it out. 

Thanks again!