I can't access my account to update my billing method

[AnnicaP]

I got an email to say I need to update my payment method but cannot access the account to do so. No error just nothing happens. Stress as I do not want to lose my data! How do I get help? 

[Jay]

Hi @AnnicaP, thanks for messaging today!

Could you clarify exactly what happens when you enter your email and password on the Dropbox site?

Could you try switching browsers to see if this helps?

Let me know how it goes!

[AnnicaP]

When I tried today it brought me to an empty basic account 😞

[Jay]

It sounds like you signed into a brand new account. Are you certain that you didn't upgrade another Dropbox account under a different email address?

Could you try locating the paid account using the card lookup tool?

[AnnicaP]

Hi Jay,

Yeah, I have only ever had one account. I tried the link you sent which takes me to a Look up credit card or debit card purchase where it wants the transaction ID. I don't have the transaction ID as I changed banks since last year. This is why I need to change my payment method.   

[Jay]

Do you see any history of payments on this page on your account?

[AnnicaP]

No. It's empty

[Hannah]

Hey @AnnicaP, another way to go about this could also be to check the email address that email about updating your billing info went to.

Is it the one you're already using to sign in?