My account is Basic, but I'm paying for another account?

[Oli17]

Hello Communtiy,

I have the Basic Model at dropbox which is free.

However, I get charged 11.99 euros every month without being able to use the 2000 GB offer.

I suspect that I connected to another account years ago that I don't remember and that's why the 11.99 EUro is being charged...!

Or is it possible that the error lies with Dropbox?

What can I do?

[Jay]

Hi @Oli17, thanks for bringing this to our attention.

According to your bank statement, does the payment go to Dropbox, iTunes or Google Play?

This will help me to assist further!

[Oli17]

Hi thanks for your quick reply.

It goes to AYDEN N.V. Dropbox.

Can you check if there is an old account with the
address. [removed] or [removed] running on it?

[email addresses removed per the Dropbox Community Guidelines]

[Hannah]

Sorry to jump in here, @Oli17.

While we can't check this on our end, one way you can check yourself, would be to try to sign in to Dropbox using those addresses.

You can use the https://www.dropbox.com/forgot page, to try for a password reset and if an email comes through, you can reset the password, to access the account and check.

Let us know how it goes.

[Oli17]

Hello Hannah,

No problem! Thank you very much for your help.
i am connected to my current address. Here I only have the Basic version. So the reset would only go to my current address.

My old addresses are no longer current and I don't have access to them here either! I don't use Drop Box regularly and have always assumed that the debits on my account relate to my current email address.

I assumed I had the 2,000GB with my current address.
I think I've been paying for an account I don't use for over a year now, thinking it was for my current account.

Would it help to talk to my bank and try to stop the debits?
Otherwise, what else can I do?

Thank you for your help and time. I am really desperate.
I think it could also be possible that someone else is having their account paid for by me. In an illegal way.

[Megan]

Hey @Oli17, have you tried using our self-serve look-up tool, in order for you to locate the charge?

You can give this one a go, and let me know what you find there.