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Paid for Plus since 2017 but Account still says Basic

Paid for Plus since 2017 but Account still says Basic

GeneC
Explorer | Level 3

I've been paying for a Plus account since 7/20/2017.  I've been getting messages about running out of storage but have ignored them because my Dropbox Home Page says I've got plenty of room available (see below).  I thought it was a bug in the dunning messages I get, but now I found that I don't get any support access because the plan is still categorized as a Basic plan.  I was considering upgrading to a Family Plan, but don't want to lose data or the remaining value in my Plus subscription.  Please help.

GeneC_0-1678549933000.png

 

21 Replies 21

Megan
Dropbox Staff

Hi @GeneC, I'd be happy to help! 

 

Is it possible that you have another Dropbox account, that these "out of space" messages could be related to, or do you receive them in the same email address linked to this Dropbox account? 

 

As for Support, have you tried accessing our Support page, using multiple browsers, or an incognito tab too? Could you send me a screenshot of what you see when you access our Support page?

 

Keep me posted, and we'll take it from there!


Megan
Community Moderator @ Dropbox
dropbox.com/support


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GeneC
Explorer | Level 3

 

I did have an account with my employer, but this is my personal account and all messages have been sent to the same personal email.

Here's what I get when I go to my support page:

 

GeneC_0-1678727893998.png

Nancy
Dropbox Staff

Hi @GeneC

 

In this case, we can open a ticket for you instead, and take a closer look into this. 

 

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


Nancy
Community Moderator @ Dropbox
dropbox.com/support


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GeneC
Explorer | Level 3

That's great.  Thank you!

GeneC
Explorer | Level 3

Nancy was going to open a ticket for me back in March.  The status of my account hasn't changed.  I'm paying for Plus but my account is showing only Basic and I cannot access the support options that require a payment.  (Reminder: I have been paying for plus for over 5 years and should have the Plus plan.)  Has anyone taken any action on this yet?

Jay
Dropbox Staff

Hi @GeneC, could you try getting in contact with our support team directly by opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address that you can access, followed by your billing info.


Jay
Community Moderator @ Dropbox
dropbox.com/support


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GeneC
Explorer | Level 3

Done

Hannah
Dropbox Staff

Thanks for keeping us updated, @GeneC.

 

If you want, you can also share the ticket number with us, so we can look up the conversation in our system as well.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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GeneC
Explorer | Level 3

The ticket number is 22260545

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