Plans and Subscriptions
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I have been using the same Dropbox account for nearly a decade. I am currently being charged $9.99 per month for the Plus Plan, yet Dropbox says I have the Basic Plan and need to upgrade before being allowed to upload. My important files have not synced or been backed up in an extremely long time due to this. Any attempts at upgrading or updating billing information have been unsuccessful and due to "being on the basic plan", my only support option is a chatbot. I have been trying for three weeks to contact someone for help, but the "human plan specialists" frequently disconnect. Not having the option to speak with someone via email or phone call is beyond frustrating, especially for the $1,200 I've spent on their services. Does anyone know what I can do?
Quick reference:
- Actively paying for the Plus Plan
- Dropbox says I have the Basic Plan
- There is no option to update billing information besides contacting Support
- Billing screen for upgrades always says "something went wrong. Please refresh the page or contact support".
Help please!
Hey @AndrewM1, sorry to hear about this.
Could you clarify what exactly is shown in your plan tab at the moment and where are you noticing the charges for your subscription?
Walter
Community Moderator @ Dropbox
dropbox.com/support
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It says drop box basic. But if i go to billing it shows i am paying for drop box plus for the last few years.
How are you paying exactly @AndrewM1?
If you had upgraded via the website, you can try our self served look up tool to identify the email address that's associated with your charges.
I hope this helps and please keep me posted!
Walter
Community Moderator @ Dropbox
dropbox.com/support
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Hi @AJskah01, sorry to hear about that!
If you actually just recently paid for your upgrade, can you please follow these steps?
1. Open your Dropbox app and tap 'Account'
2. Tap on the gear icon at the top of your screen to access your settings
3. Tap on 'Restore purchases'
This should activate your last upgrade. Also, feel free to send me your ticket number reference, in order for me to locate it on our system.
Let me know more!
Megan
Community Moderator @ Dropbox
dropbox.com/support
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Sorry, @AJskah01, just to confirm, was the payment made through iTunes or PayPal?
If it was through iTunes, do you have your purchase receipt?
Hannah
Community Moderator @ Dropbox
dropbox.com/support
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Thanks, @AJskah01, can we send you an email, so we can look further into this?
Hannah
Community Moderator @ Dropbox
dropbox.com/support
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I'm having a similar issue. I'm paying for Plus and was charged for the Plus upgrade but my account still says Basic. My dropbox account doesn't show any charges/invoices but my bank account has show charges for $12.65 ($11.99 + tax) for the plus upgrade for the last 3 months. I keep getting emails stating I'm going over my storage space but I'm paying for plus. I can't upload anymore cause it says I don't have enough space. I've been trying to contact someone from dropbox but I get a bot or no reply back to my contact support emails. At this point, I want a refund for the last 2 months that I haven't been able to use my dropbox account.
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!