I was charged, but my account was not upgraded

[LynziG]

Hi

I was charged the 9.99 to my Google account but my account hasn't uograded. Been a premium account holder for a while and this is the 1st time it's happened. Have tried to restore purchases but the option isn't on my settings and my app is up to date. Please help as worried I'm going to lose all my files and pictures!

[Hannah]

Hey @LynziG, thanks for bringing this to our attention.

Can you please check if the payment has actually left your account?

And have you also received a purchase receipt from Google Play?

Or did you just get an email that your subscription will renew?

Any additional info you can give me, would be really helpful.

Thanks!

[LynziG]

Hi I have got a Google receipt as well as a text confirming too.

[Jay]

Hi @LynziG, are you able to see the payment appear on your account here when you log in?

[LynziG]

It doesn't come up in there but I have got receipt email and text that I've been charged. Why is this?

[LynziG]

I have signed up for free trial for now until this is sorted as I was 700% over the 2gb and worried I would lose everything. I dont want to have to pay again when I have already paid 2 days ago

[SS_67]

Hi,

I have made the payment to renew my Dropbox Plus account on 16th March. I received the receipt from Apple. I also reconfirmed with both Apple Support and the bank that the payment went through but my account was still downgraded and received notifications that my account needs to be upgraded. Apple Support advised me to forward the receipt to Dropbox. How do I contact Dropbox to have this issue resolved ?

Thanks and regards

[Megan]

Hey @LynziG & @SS_67, happy Friday! 

As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

You can do this by logging into your account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible.

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system.

Thank you both! 

[LynziG]

It isn't allowing me to do this.

[Megan]

Hi @LynziG!

Can you also try to do the same thing, while using an incognito tab on your current browser, while you're logged out of the account?