Not getting the Professional Plan I paid for

[BrianC1]

I paid for the Professional plan yet still shows up as Basic and only 2GB vs the Professional of 2TB.

Since my account says basic I can't request for an actual agent outside of sales that can actually help me.

It is very difficult just to get an answer to resolve my issue.

I need help and very frustrated! 

Happy Holidays

[BrianC1]

Still need a response

[Hannah]

Hey @BrianC1, sorry to see you're having trouble with your subscription.

How did you upgrade your account? Through our mobile app (with iTunes/GooglePlay) or directly through our website?

This info will allow me to assist you further.

Thanks.

[BrianC1]

Hi Hannah,

Direct through website.

[Nancy]

Hello from me as well, @BrianC1!

If you check your bank statement, does the transaction appear as pending or has it gone through? Did you receive a confirmation by Dropbox, after upgrading your account?

Finally, is it possible that you could have a second Dropbox account, under a different email address, which could have been upgraded instead?

Keep me updated.

[BrianC1]

Hi Hannah,

Paid as of October 31, 2022.

Checked alternate email to have it send new password if it was another email option I had and didn't receive an update your password from dropbox for the other email. So, this is for the one and only current email I have.  

If we had some agent we could speak with directly I'm sure the problem would be resolved right away.

What can we do.

[BrianC1]

Hannah,

$199.00

Will appear on your Nov 6 statement as DROPBOX*[removed per Community Guidelines] SAN FRANCISCO CA

This is what appeared on my statement and was paid.

[Nancy · Accepted solution]

Hi again, @BrianC1! Thanks for the extra info. 

If you want, I can open a ticket for you instead and look into your account directly, so that we can get this sorted. 

Let me know if that’s OK, and I can message you to the email address that’s linked to your forum profile here.

[BrianC1]

Yes, that would be great.

Thanks!

[Nancy]

You’re all set, @BrianC1! I’ve just logged a ticket for you, so please reply back to it when you’ve got some free time. 

Cheers.