Plans and Subscriptions
Ask the Dropbox Community for help if you have questions about your Dropbox plan or subscription. Find solutions and share advice with members.
All of a sudden my family plan was changed to basic without any notification.
I currently have the family plan subscription active on play store but can't use it.
Please I need urgent help!
Hey @Georgi Hristov, thanks for reaching out to the Dropbox Community.
When an account gets downgraded, there's definitely an email explaining why this happened.
Can you double-check your emails and also your spam/junk folder, to see if you can locate it?
And which plan do you see, when you check your account settings on the Dropbox site?
Let me know what you find.
Hannah
Community Moderator @ Dropbox
dropbox.com/support
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Hi Hannah,
I found the notification email, what is strange is that my subscription is paid via Google play and I have a receipt for it but mail says account downgraded as there was no payment. I still have Family plan active in my Google play account but not in Dropbox.
Hey Georgi! I hope you don’t mind me jumping in.
When was your Dropbox Family account last paid for via Google Play and when did it get downgraded?
Do you mind sharing with us a screenshot of what you see on your Google Play account? Just make sure your personal info is hidden.
Nancy
Community Moderator @ Dropbox
dropbox.com/support
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All support is via www.dropbox.com/support. If you are having account issues go to that page without being logged in (even here on forums), Often an incognito window is easier.
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Hey @Phbetheajr, I'm sorry to see you're having an issue with upgrading your account.
Can you please give me some more info on what happened after you upgraded your account?
Which plan did you upgrade to and did you use the Dropbox website directly to do this or the Dropbox app on your phone (billed through iTunes/Google Play)?
Which plan do you see now in your account settings here?
Let me know and we'll go from there.
Hannah
Community Moderator @ Dropbox
dropbox.com/support
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Need help with something else? Ask me a question!
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Hi there!
If you need more help you can view your support options (expected response time for a ticket is 24 hours), or contact us on X or Facebook.
For more info on available support options for your Dropbox plan, see this article.
If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!