My dropbox won't upgrade

[marcellemauritzson]

Hello.

I just installed dropbox to be able to access some files, but it says I need to upgrade my dropbox subscription since the file is too big for the free subscription. I went to upgrade it, but was told that my card and payment didn't go trough. 

I checked my bank account, and have now been drawn three times for a subscription. It still says I need to upgrade to have access to the files and that I don't have enough space.

Please help 🙂 

[Hannah]

Hey @marcellemauritzson, thank you for reaching out!

Can you send me a screenshot of the error message you're getting when you try to upgrade your account, while making sure you hide any personal information or payment details?

Thanks!

[marcellemauritzson]

Translated to english it says to double check my payment information and try again, and if it doesn't work I can try a different payment method or contact my bank. I find it really weird since it has drawn the payment three times. 

I'm not able to look up any of the three transaction ID´s yet as the bank are holdning the payment.

I have also checked several times, and my subscription is still a Dropbox Basic though I have been drawn for the Plus, three times. 

[Jay]

Hi @marcellemauritzson, do you see any invoices on this page to see if any attempts were made to upgrade the account? The receipts would be a confirmation of payment.

Have you checked that the bank details are correct? Have you checked with the bank why the payments were rejected?

[marcellemauritzson]

Hello again.

There´s no invoices on the page you've linked, it still says my subscription is the Dropbox basic. There are no receipts either.

I contaced my bank, and they said the money would be back yesterday since the payments didn't go trough. Still dropbox has drawn me three times, but the payments are standing still. I would by now really like my payments back on my account, and get the opportunity to pay for the subscription only once. I'm no able to look up the transaction ID either, since the payments still are on hold. 

[Hannah]

Hi @marcellemauritzson, would it be OK if I reached out to you via email, to the address you have here on our Community, so I can help more?

[marcellemauritzson]

Yes please, that would be great!

[Hannah]

Sure thing, @marcellemauritzson, I just reached out to you. Make sure to check your email!