Being charged for an upgraded service even though account is still on 'Basic'

[nv89]

Hi, 

I upgraded (or thought I had) to Dropbox Plus – Monthly through Apple subscriptions and have been paying AUD$18.49 per month for almost a year. Yet when I try to use Dropbox it says I am still, and always have been, on Basic and am over my storage limit so can't access any of my files or do anything. Pretty awesome. I've been trying to request a refund, but because my Dropbox account is apparently only 'Basic', I'm prevented from contacting a human being about fixing this – instead getting stuck in endless hellish online loops in your 'support' centre. 

[Jay]

Hi @nv89, thanks for bringing this to our attention.

Before we continue further, do you see any confirmed payments (with an invoice and receipt) on this page on your account?

If so, when was the last confirmed payment?

This will help me to assist further!

[nv89]

Hi Jay, 

No I don't see any confirmed payments on that screen. Apple last took the money out of my account on XX Month 2023, and look like my subscription will renew on 12 September if I don't cancel. 

 

[nv89]

Apologies, date money was last taken out of my account was 14 August 2023.

[Megan]

Hi @nv89, sorry to jump in here! 

Is the Apple charge linked to the same account, as the one you're using on your end online? Is it possible that you have two separate Dropbox accounts? 

[ReddEmpress]

I am having the same problem and I'm very unhappy about it. There should be a way to contact someone. Email, phone call, something to fix a billing issue. You'd think they would want to keep our money.

[Walter]

Hi @ReddEmpress - sorry to hear about this.

Can you please clarify what plan you're on at the moment and how you had upgraded in the first place?

Was it through the website directly or via the app store on a mobile device perhaps?

[ReddEmpress]

I'm on the $11.99 a month 2t plan. I have been for at least a year. It still says I'm on the basic plan. So I've been charged for about a year for no upgrade. I mostly use it through the mobile app but I also use it on my laptop. I think I upgraded on the laptop but I don't remember for certain.

[Walter]

In that case, would it be OK if we sent you an email to have a further look internally @ReddEmpress?

Otherwise, you can reach out to our support team from your end via this form. Just make sure to use an incognito window without signing into any Dropbox account and fill in all the relevant information. 

[ReddEmpress]

Yes I would like an email. Thank you!