Plans and Subscriptions
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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.
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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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:
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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That's great. Thank you!
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?
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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Done
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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The ticket number is 22260545
Hi there!
If you need more help you can view your support options (expected response time for a ticket is 24 hours), or contact us on X or Facebook.
For more info on available support options for your Dropbox plan, see this article.
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