Plans and Subscriptions
Ask the Dropbox Community for help if you have questions about your Dropbox plan or subscription. Find solutions and share advice with members.
The payment for my subscription was made normally, in my PayPal account, but an hour later I received a message about a refund of this payment. Why did this happen? I didn't ask for any refund. Is there a problem with my payment?
Hey @Patricia Fernandes, thanks for bringing this to our attention.
If you go to the plan tab in your account settings, what kind of plan do you see that you're on?
And if you go to your billing tab, do you see an entry for the refund?
Let me know and we'll go from there.
I have the Dropbox Plus - 2TB.
For previous months, I can see each month's invoice and receipts. But in June there is only the Invoice there.
The message about the refund was sent by PayPal.
Thanks for your reply, Patricia.
If a refund was processed for your current subscription, your account would have been downgraded back to the free version.
Is it possible that this refund is related to a different account?
I haven't received a message from Dropbox about any changes to my subscription. In my profile, everything remains the same, with my current plan and showing the charge for June 5th. But it doesn't mention anything about cancellations or refunds. This is the only paid account with a contracted plan that I have, my account is already quite old.
I'm trying to get help on the live chat but it doesn't seem to be working, I click on the button but it doesn't take me anywhere. I'm very worried, my files are in Dropbox and I'm afraid that my account will be deleted without my authorization due to lack of payment, since I paid regularly.
Hi @Patricia Fernandes, if you didn't receive any communication from Dropbox directly, then PayPal must've refunded your account for a reason. Have you tried contacting them directly regarding this matter?
Even if your account is downgraded to a Basic plan, you will still be able to access it from the site, though syncing will pause if you're overquota.
I already spoke with PayPal and the refund was not requested by them. I was informed that this occurred within Dropbox itself. I just saw that Dropbox made a new charge and this time I can already see the receipt in my payment history. But I couldn't get any assistance through the chat to find out what happened.
Thanks for the update, Patricia!
Can you check if your subscription is okay? It's not downgraded or anything, right?
Does everything seem okay otherwise? No double charges?
So far my subscription seems to be ok. It doesn't seem to have been downgraded, and about the double charge, I think I have to wait to verify the refund and new charge when the credit card bill arrives. I come back here to inform you of any news. Thank you for the help.
I'll be looking forward to your reply and have a great week ahead!
For more info on available support options, see this article.
If you found the answer to your question, please 'like' the post to say thanks to the user!