Wrong plan level. Subscribed to Plus, but says Basic.

[HStuart1]

For several years I have subscribed to Dropbox Plus. When I tried sending a video file today Dropbox showed me as being on Dropbox Basic and said the file was too large. How do I get Dropbox to set me back at Dropbox Plus?

[Megan]

Hi @HStuart1, welcome to our Community!

When you visit your plan page right here, what subscription do you see there?

Also, can you please clarify if you have two Dropbox accounts linked to two different emails?

If you have the transaction ID that is linked to your charges, you can also take a look here.

Keep me posted for any updates! 

[HStuart1]

The plan page shows Dropbox basic. The transaction ID shows Dropbox Plus. While I have 2 em-mail addresses the Dropbox account is only linked to one of them. I might add that when I went on Dropbox before trying to download/transfer the video file it showed several files and folders connected with photo files I shared with some relatives. I notice that those files and folders no longer appear.

[Megan]

Hi @HStuart1, thanks for the speedy reply! 

It sounds like you indeed have two accounts, and the Plus one -and the one having all those files- might be the one linked to the charge. 

When you use our look-up tool you should see an email there. Have you tried signing out of one account, and into the other? 

[HStuart1]

Hi Megan, Sorry for the delay. In searching through the various sets of folders under Desktop I found Desktop/ H Stuart Cunningham/ AppData/ Dropbox/Dropbox (Old)/. Everything I was looking for is in Dropbox (Old). So nothing appears to have been lost. Can you give me a hint as to how I might convince the computer to switch to Dropbox (Old)?

Stuart

[Jay]

Hi @HStuart1, as it sounds like you have two separate Dropbox accounts under different email addresses, have you tried signing onto the Dropbox site under the other email address to find your files on the site?

[HStuart1]

As I mentioned earlier the Dropbox responses are only to my @comcast.net account. The Dropbox Transaction Information site confirms that the [Removed as per Community Guidelines] is the account email associated with the Plus account. Indeed my e-mails from Dropbox confirmed the subscription renewal to Dropbox Plus was addressed to that account. Nonetheless, when I try to get into Dropbox is resolutely shows me as having a basic account. As I mentioned earlier I found what I take to be the Dropbox Plus material in a set of folders under Desktop/H Stuart Cunningham/AppData/Dropbox/Dropbox (Old). Is there anyway I can get Dropbox to recognize the Dropbox(Old) folder as the correct folder for my Dropbox account?

[Jay]

It wouldn't be possible to get the Dropbox desktop application to recognize that folder, since it isn't one of the standard folder names used for Dropbox.

Could you check this page again to ensure that you're signed into the correct account? Have you enabled any other features on your account which could affect the email or account, such as using Google Sign in, or Apple Sign in?