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Dropbox does not recognize my paid subscription

Dropbox does not recognize my paid subscription

docvox
Explorer | Level 3

I an using 134GB of storage and have had a 2TB subscription for several years, renewed most recently Feb, 2023, but Dropbox, while they list this as    having been paid says I am only a basic member and am exceeding my storage.  Unable to access Help as I am not considereda paid member

10 Replies 10

Jay
Dropbox Staff

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

 

Could you check your payments page to see if there are any recent receipts of a transaction?

 

Was the payment in February an annual or a monthly subscription?

 

This will help me to assist further!


Jay
Community Moderator @ Dropbox
dropbox.com/support


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docvox
Explorer | Level 3

The latest payment was Feb 9. 2023, via PayPal.  I have had 2TB storage continually since Feb 5, 2020.  The earlier subscriptions were via debit card.

 

docvox
Explorer | Level 3

The payments were annual subscriptions billed at $127.07

Jay
Dropbox Staff

Is there an official receipt of purchase, or just an invoice (which isn't a confirmation of payment). 


Jay
Community Moderator @ Dropbox
dropbox.com/support


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docvox
Explorer | Level 3

I saw a notice on your payments page showing that the payment had been made but now i fail to see how I got to that page.  I have also contacted PayPal for a method of proving the payment

 

Jay
Dropbox Staff

Another thing to consider is if another Dropbox account has been upgraded, if you have another email address associated with Dropbox.


Jay
Community Moderator @ Dropbox
dropbox.com/support


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docvox
Explorer | Level 3

I don't believe I have, but my 3 current email addresses are

 

[removed per the Community's Guidelines]

but the last one is no longer in use and I intend to close it

Hannah
Dropbox Staff

Hey @docvox, sorry to jump in here and happy Friday!

 

You should be able to find your billing page here.

 

Also, if you use our payment lookup tool, are you able to look up your most recent payment using your billing info?

 

If you cannot locate it, I would suggest opening a private browsing/incognito window and going to this page to submit a help request to our support team.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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docvox
Explorer | Level 3

The billing page does not reflect receipt of the payment, however, I have a written conformation from PayPal that the payment was sent Feb 7, 2023 23:57:18 EST, with transaction ID 9KL41894MV0660737.  I have attempted to call the 855-337-6726 phone number and receive a message that it is no longer in service.  I DO NOT WISH A REFUND.  I WANT MY SERVICE RESTORED.

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