Account renewal but I am told my subscription has expired.

[-wendy-]

Hi. I have subscribed for years. When my renewal was due in April I inadvertently did this with a second email address I use. Now I'm told my subscription has expired and I can't find any way to talk to anyone in Dropbox who cares that I've paid for product/services that I can't access. Are there any humans that I can talk with or exchange emails with? I'm utterly frustrated.

[Megan]

Hi @-wendy-, I'm here to help with this! 

You mentioned that you renewed with a second email address you use. Is it possible that you have two Dropbox accounts? 

If I were you, I'd use our self-serve look-up tool, in order to locate the account that was renewed back in April. Can you give it a go? 

Keep me posted! 

[-wendy-]

I entered the transaction code, but no longer use the credit card that I paid with. 

I have no confidence that my question has been heard or addressed.

[Walter]

Hey @-wendy-, sorry to jump here, but can you clarify if you had upgraded your account through our website or if it was through an app store on a mobile device?

Did you have any luck by looking up your charge's transaction ID? 

Also, you haven't clarified, do you happen to have another Dropbox account perhaps, associated with another email address of yours?

[-wendy-]

Hi Walter,

I thought I had renewed my licence through the Dropbox website.

I have two email addresses - and apparently used the second one to renew.

The transaction ID is [Removed as per Community Guidelines] on 15 April 2022. I paid $137.88 AUD.

But I am blocked and have been blocked from accessing Dropbox. 

I've paid and am not getting any use from the subscription.

The transaction did not come from my credit card, it came from my bank account.

In my mind I have only one Dropbox subscription - but the payment hasn't be creditted to it.

This has been dragging on for 6 months and I'm wearing thin.

[Jay]

Hi @-wendy-, could you clarify what you mean by being blocked? Do you mean your access to your second email doesn't exist, and you can't login to the Dropbox site, or something else?

As you have a transaction ID, it means the upgrade for the account was paid for on the Dropbox site directly via card.