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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

brendonf
Explorer | Level 4

Really Dropbox .....REALLY ???Really Dropbox .....REALLY ???Hey Walter, I haven't seen your email yet but I did get this, which to be perfectly honest is very aggravating given the situation I'm faced with and the fact that I've been without access to my files on Dropbox for months, yet STILL have no resolution. It's nuts and it is forcing me to rethink my decade plus trust in Dropbox to protect my files by backing them up & keeping multiple devices in sync. It's sad but true.... my faith is waning significantly. Brendon

 

I will check email again now.  Thanks 

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    brendonf Explorer | Level 4
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    Walter Dropbox Staff
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    Jay Dropbox Staff
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