Account downgraded despite payment made.

[Joolsmith]

Can anyone help me with this.  All my payment methods were declined and I had to verify my identity - which I have now done.  I have also updated my payment method and a payment was made on 2nd December, but my account has been downgraded to basic and I can't access any customer support to sort this out.

Can anyone advise how to contact dropbox to remedy?  Basic account only allows access to chatbot - which can't resolve the problem.

[Megan]

Hi there, @Joolsmith, I'd be happy to help! 

This might require some account-specific info, that it'd be wise not to share publicly. 

Would it be okay for me to send you an email, in order for us to have a closer look into this?

Let me know more, and we'll take it from there!

[Joolsmith]

Yes please that would be great

[Megan]

I just sent you an email, I'll see you there @Joolsmith!

[Joolsmith]

Thanks - I've replied to your initial email but had nothing further

[Megan]

I'll get back to you as soon as possible @Joolsmith! 😊

[Gurkenhals]

Hello, I also have this problem. I actually had a basic subscription with a monthly payment method and in December the payment was suddenly refunded without my doing and my subscription was canceled. What is going on?

[Megan]

Hi @Gurkenhals , gotcha!

I just sent you an email, in order for us to have a deeper look into this.

Reply back to me and we'll take it from there!

[BookishBabe]

I just posted about a similar problem!! I am being charged twice for my dropbox account and just figured it out when one credit card (still in my name) expired so Ive gotten a bunch of notices and my account has been downgraded. This feels crazy since I can clearly see where my card was charged and the google play store has me down as having paid $19 and change for my dropbox professional account!! Next charge isn't due until January 4th. What is going on and how can I get help for this since the app and desktop are telling me I am out of room but the google play store clearly shows that I have paid for months, twice a month, consistently!!

[Megan]

Hi @BookishBabe, let's jump right into this!

Have you tried to contact Dropbox Support directly for this?

You can visit the Support page while you're not signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

Let me know more!