Signed in all Files missing & being charged $11.99 per month since Jan 2022

[Sacha2]

Hello, 

I hope someone can help me. As I have be unable to get into contact with anyone from Dropbox except chat sales personelle.

I signed into Dropbox today and all my files are completely gone. It says I am using 1.4 GB of 2GB (which was my $9.99 plan for a long while)

But, at least since Jan 2022 I've been charged $11.99 per month. I have been able to access my account upload & download etc, until recently.

NOTE: I only use Dropbox online, not syncing. I use as I need to with uploading files. I don't check it very often.

However it does seem to prompt me to UPGRADE to Dropbox Plus now...is it as simple as my clicking UPGRADE, because I'm almost out of storage and cannot access my files? And I don't want to enter my billing info all over again, I'm afraid I'll be charged again!

Chat can't answer any of my questions because they cannot access my personal data...they say to contact tech, impossible. And I did email accounting dept for invoices or billing questions.

Any help would be wonderful. I have so many precious memories and artwork for clients.  😞

[Megan]

Hi @Sacha2, I'd be happy to help! 

Keep in mind that 2GB is the quota of our free, Basic plan. Is it possible that you have two Dropbox accounts, and that the one you're paying for is different from the one you're currently looking at? 

It'd help to take a look into the Events page, to check what's happening there. The Events page at www.dropbox.com/events gives you an overview of all activity in your account including files events (adds/edits/deletes).

Let me know what you find!

[Sacha2]

Megan,

My goodness it was as simple as that…..
I somehow have 2 accounts, one new & accidentally was signing into that one.
I signed into the one I had for years. And everything is there. Whew!!! I can’t believe I stressed for nothing.
Thank you so much!

[Megan]

No problem at all @Sacha2!

I'm glad we located what was happening. If you need anything else, just give me a shout! 😊