Wrong dropbox plan

[martina555]

I have paid for Dropbox professional for the period 220829-230829. It´s my fifth year with the same prescription.

Today I got a notice that says my dropbox is full, and when I go to settings it shows that I have Dropbox basic.

What has happened? How do I fix this?

[Chris_J]

Hello

Thanks for reaching out to us here in Community.  We, here at the Community would not have the informed answer for you since we can't look up specific, however, if you go to your settings or click here: https://www.dropbox.com/account/billing 

it will list the history on the billing invoices.  Maybe there you can get an idea of what happened.  Maybe your CC info has changed, maybe a new card.  We wouldn't know.

You would need to visit the Support website for help.  The Options are listed at this link:  https://www.dropbox.com/support 

Your best bet would be use the Dropbox Chat

[Walter]

Hey @martina555, sorry to hear about this.

Would it be OK if we reach out via email to have a further look internally?

Let me know and we'll use the email address that's associated with your profile here on the Community.

Thanks!

[martina555]

Hi, yes that would be great.

When i look at my dropbox plan I can se that I have the dropbox professional, but something isn´t working.

[Mark]

Hi @martina555 

Are you sure you are using the same account on both the device and the web? Click on the Dropbox icon on your status bar and then the little image top right and it'll show your email. Make sure that the email there is identical to www.dropbox.com/account on the one the that shows Plus - things like @gmail.com and @googlemail.com are different

[Walter]

Hey @martina555, happy Monday!

Did you get to the chance to go through Mark's suggestion?

If so, what did you find? 

[martina555]

I have the right email adress, so that is not the problem. I haven´t changed anything and from one day to another the dropbox plan is changed when I log in. Now it says I have dropbox basic but I have payd for dropbox professional for a whole year.

[Walter]

Thanks for clarifying that for me @martina555 

I've just followed up via email to investigate further, so please have a look at your email's inbox and we'll take it from there. 

[martina555]

But it also says on top of the wiew when I open my dropbox.com: Review as soon as possible: Your Dropbox has stopped syncing. You've reached the limit of your existing plan. Resume the subscription for up to 3 TB of space.