Dropbox decreased storage and stopped automatic payments

[DVMSx]

Hello,

I have been paying for at least 1 TB of space since 2017, with yearly payments automatically taken from my account.  I upgraded to 2 TB Plus a few years ago.  This year it did not automatically deduct the payment, I cannot find where my payment information is to check the card is correct (it may have changed), and Dropbox decreased my storage down to 2 GB.  Even if the 2 TB Plus was a promotion, I should still have 1 TB.  Given the prices of the upgrade options and the amount I have been paying yearly, the initial 1 TB was not a promotion.

Can someone explain why:

1) Dropbox decreased my storage to 2 GB even though I've been paying for at least 1 TB

2) Why my automatic payments stopped

3) Where to find my payment information (it is not on the invoice, even when I choose "look up charge)

[Megan]

Hi @DVMSx, let's see what we can find on this!

You can see your account transaction history on your Payments page here: https://www.dropbox.com/payments . Can you have a look in there, and see what you can find?

Your plan page would also be of great help. 

Now, as to why the payments ceased, you would need to contact your payment provider in order for them to tell you more, since we don't have that info. 

Keep me posted.

[DVMSx]

Hi Megan, 

Thank you for offering to help!

Your payment link redirects me to the billing page, which I have already been to.  I have attached a screenshot below labeled Billing.  On that page it says I've been billed for at least 1 TB since 2016 (got the year wrong on my initial post).  When I click on Invoice, it still shows 1 TB or 2 TB, depending on the year.  Please see the screenshot below labeled Invoice.  Using the Look Up Charge button on the billing page, I am able to see how much I payed, screenshot below labelled Transaction.  It looks like I've been paying $99.99 every year, which should at least give me 1 TB given that your upgrade option of 2 TB is $119.88.

What I cannot find is where my payment information is located.  All other websites where I have been paying something have a location where I can at least see the last 4 digits of the card or bank account being used.  Where is this located?

In the mean time, it does not make sense that Dropbox would have decreased by plan to 2 GB since I have been on a minimum of 1 TB for many years.

Once I can figure out where my current payment information is located, I can try to correct the card or bank account, and would still like to receive my 1 TB yearly.

Thank you for your help!

Billing

Invoice

 

Transaction

 

Plan

 

 

[Hannah · Accepted solution]

Sorry to jump in here, @DVMSx.

The Dropbox Plus plan, which, as I understand it, is what you had, was updated to 2 TB from 1 TB a few years ago. 

This change happened for all our users, so the extra TB wasn't a promotion, it's an upgrade to the plan itself.

Now, when the payments for a subscription stop coming in, the account gets downgraded to the free version.

Since you have downgraded, you no longer have a billing tab, that will show you your payment info on file, as there's no payment info on file any more.

To resume with your subscription, all you need to do now is re-upgrade. You can do so through this page.

[DVMSx]

Hi Hannah,

Thank you for that clarification!

I'm disappointed Dropbox automatically downgraded without notifying me that the payment information was no longer working.  Instead they just started sending me messages that I needed to upgrade.  Plus, now I have to pay $20 more for the same thing I was getting previously. 

Many thanks to you and Megan!