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I have paid for a plan, but my account is still Basic

I have paid for a plan, but my account is still Basic

SM_IM
New member | Level 2

I have been charged for my subscription (my account lapsed as I had no money in the right account at the time) yet my account still shows as basic and has for 2-3 weeks. It's affecting my ability to work. How can I get this issue resolved? I'd also like a refund for the time I've not been able to use my account normally.

 

Cheers.

12 Replies 12

Re: I have paid for a plan, but my account is still Basic

Nancy
Dropboxer
Welcome to our Community, @SM_IM!

Can you please send over a screenshot of what you see here

Did you reupgrade your account directly via the Dropbox website or the App Store/Play Store? 

Let me know!

Nancy
Community Moderator @ Dropbox
dropbox.com/support


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Re: I have paid for a plan, but my account is still Basic

SM_IM
New member | Level 2

I've managed to sort it through FB chat, though have had no luck requesting my plan to start today to recoup the weeks I haven't had access. Is that something you can help with?

 

Cheers

Re: I have paid for a plan, but my account is still Basic

Nancy
Dropboxer
Do you mean that you’d like to request a refund, as you mentioned in the beginning, because your account was upgraded today? 

If so, can you please clarify from which platform did you upgrade? Was it directly from the Dropbox website, the App Store or the Play Store?

Keep me posted!

Nancy
Community Moderator @ Dropbox
dropbox.com/support


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Re: I have paid for a plan, but my account is still Basic

jonnz
New member | Level 2

Hi I have been a Plus user for a few years and the annual payment has normally not been an issue, However, I went to use DB and it has reverted my plan to basic and removed all my files. I checked my bank and all was paid on the correct date. I have also put the DB 12 digit code into the DB help and it shows it has been paid. The only thing that I can see is different is that my email address on the account details is my old one and not the one attached to the actual DB account.  Cheers

Re: I have paid for a plan, but my account is still Basic

Hannah
Dropboxer
Hey @jonnz, thanks for your comment here.

It sounds like you have two Dropbox accounts, a paid one and a free one.

If you login to Dropbox with the email address you saw when you looked up the payment, you will be able to access your paid account and your files.

Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Re: I have paid for a plan, but my account is still Basic

jonnz
New member | Level 2

Thanks Hannah that is what happened. I will delete the old free account.

Querry against my payment

4Play
New member | Level 2
Hello, community,
I am from India. I made a payment on the 13th of May towards my subscription degradation through the UPI portal. And it is not updated yet in my account and at that time I thought it might be an error and I will get a refund automatically.
Now I cannot raise a query as dropbox hasn't included a UPI-based tracking system yet.
I want a refund for this transaction.
And Dropbox support is spinning me in circles without any conclusions to my problem.
Please help me get through to a support person to raise my complaint.
Please

Re: Querry against my payment

Megan
Dropboxer

Hi @4Play, let's see what we can find on this! 

 

Can you walk me through the steps and platform you followed when you tried to pay? When you say you paid using the UPI portal, can you let me know more? 

 

If I were you, I'd also try to locate the payment, using our self-serve look-up tool right here.

 

Let me know the results! 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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Paid for 2tb Plan 2 weeks ago and still have basic 2gb plan

Pissed off User NZ
Explorer | Level 3

I need help as I never hear anything back from support or lack there of.

Who's talking

Top contributors to this post

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    Megan Dropboxer
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    Pissed off User NZ Explorer | Level 3
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