My billing stopped even though I'm subscribed

[Gensson]

My billing stopped even though I am subscribed. I am not failing to pay my subscription but I haven't received any billing after October 2023. I already sent an e-mail and chat here but I still can't seem to find the solution.

[Hannah]

Hey @Gensson, thanks for joining us on the Dropbox Community.

When was the last payment that you made according to your payments page here?

If your last payment was unsuccessful, and your account is downgraded, can you re-upgrade it and let me know if it works?

Thanks!

[Gensson]

@Hannah Thanks for the response. The last billing I received was October 2022-October 2023. My last payment was October 2022. I didn't receive any billing from October 2023-October 2024. I was wondering why is that. 

[Walter]

Hey @Gensson - sorry to jump in here, but could you clarify what does you plan page report at the moment?

Also, do you happen to have another Dropbox account, associated with a different email of yours perhaps?

Did you upgrade through the website directly or via the app store on a mobile device in the first place? 

[Gensson]

My plan page indicates that my Dropbox is full. I want to upgrade but I couldn't at the moment because I have no updated or latest billing.

Yes, I do have another account using my other e-mail.

I upgraded my account through the website.

What should I do? Should i just re-subscribe?

[Megan]

Hi @Gensson, is it then possible that your other account is the one that's using your subscription? 

[Gensson]

I think not because I get billings in both account but my account stopped billing and I still receive my updated billing for my other account. 

[Megan]

I see @Gensson!

Other than full, what else do you see when visiting your plan page? What is the name of the subscription shown there? 

If it says you're using a Basic plan, that means the account has downgraded, and you're now using a free plan. 

In this case, you might need to re-upgrade from scratch.