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I've paid for Plus but it's not on my account

I've paid for Plus but it's not on my account

cat_hmuaokc
Helpful | Level 5
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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!

 

40 Replies 40

Megan
Dropbox Staff

Hi @vbarker7, thanks for bringing this to our attention.

 

Did you upgrade via the Dropbox site directly, or on the mobile app? According to your bank statement, were you charged by Dropbox, iTunes, or Google Play?

 

Also, can you please clarify if you have two Dropbox accounts linked to two different emails?

 

This will help me to assist further!


Megan
Community Moderator @ Dropbox
dropbox.com/support


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vbarker7
Explorer | Level 4
I have only 1 account. I upgraded from the Dropbox website. And I was charged by dropbox.

Megan
Dropbox Staff

Thanks for letting me know @vbarker7

 

In this case, can I send you an email, in order for us to have a closer look into this? 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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vbarker7
Explorer | Level 4
Yes, you can send me an email.

AJskah01
Explorer | Level 3

Yes please and thank you. 
[email removed as per Community Guidelines]

Megan
Dropbox Staff

Hi @vbarker7 & @AJskah01, I just sent you an email, I'll see you there!

 


Megan
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
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Orrett stephens
New member | Level 2
Good morning to you are and how are you guys doing I really do need some assistance I do not know you guys can assist me where you can pay some thoughts

Orrett stephens
New member | Level 2
My name is orrett stephenson I am here searching to get our online

Walter
Dropbox Staff

Hey @Orrett stephens - thanks for joining the discussion here.

 

I'm not sure about the issue you're having;  could you elaborate a tad for us? 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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brendonf
Explorer | Level 4

I truly hope this thread is still being monitored by someone who can help me or point me to someone who can because I'm at my wits end over this ridiculous issue of Google Play steadily billing me for my Dropbox Plus subscription each month and AUTOMATICALLY TAKING MY PAYMENT THE 1ST OF EVERY MONTH, yet Dropbox says I'm only on a BASIC plan and I'm out of space......I've been using Dropbox for over 15 years and I only have the one account using the same exact email address as the day I joined Dropbox.  That happens to be my Gmail account , which is associated with Google Play and my only Google account mobile or otherwise.  I'm baffled by this and Google says everything is correct on their end but offered to CANCEL MY DROPBOX SUBSCRIPTION so I can start all over again with different billing arrangements .   I have refused that because the last thing I want is to risk further access to my data which is in excess of 1TB--though it currently shows 696GB, with 16.1GB alloted.

 

What the heck am I to do?  I'm not paying for DUPLICATE SUBSCRIPTIONS just to regain full access to my stored data & to regain the sync amd auto upload functionality I've been using for years and years.  I'm on a fixed income and I cannot afford to pay TWICE for the same subscription plan each month!  I don't know how long this billing issue has been occurring but I've had a bunch of odd file access error notifications popping up when trying to open my KeePass2 database file on Android ....I had a trouble ticket open with KeePass2 Android developer and he swore it is an access violation on Dropbox end, not the app.  I just noticed the same thing occurring on my Mac......so, this situation has to be why I cannot read from or write to my .kbdx file saved in Dropbox .  Thankfully I have my password database automatically sync to Dropbox AND pCloud for redundancy ......but it has the unfortunate side effect of not forcing me to troubleshoot this issue with Dropbox sooner, since I've retained access to my password database via pCloud apparently.  Yup  upon delving in to my KP2A logs .....it tries Dropbox first but fails over

 to pCloud .......it has been doing so since this past May at least, maybe longer .   That makes me truly anxious because that means all of my auto uploads & backups haven't been getting done for nearly a year.   Okay .....I'm officially STRESSED.

 

HELP IS GREATLY APPRECIATED from anyone who has seen this scenario before and knows how to begin reaching resolution.  Sadly , since Dropbox is mistakenly treating my account as Basic despite me always & currently being a 2TB Plus subscriber .....I have extremely limited support options .....again adding additional insult to an already maddening injury.

 

Thanks in advance for any suggestions , advice or assistance that can be provided !!!

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