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why did my Plus account suddenly not auto renew?

why did my Plus account suddenly not auto renew?

Michael_Steinhofer
Helpful | Level 6
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I've had a plus account for almost 3 years now. last week I started getting notification emails that I'm out of storage space. I thought no way. I finally check today only to discover that the account wa nocked down inexplicably to a basic account? I never received any email or notification that this was going to happen? after 2 years of successful auto renew, apparently this third year dropbox decided just to not do it without notice? Maybe I missed an email notification or something? 

1 Accepted Solution

Accepted Solutions

Michael_Steinhofer
Helpful | Level 6
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Hmm. I’m not sure that’ll be necessary? I’ve already resubscribed. So I have my account back.

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8 Replies 8

Walter
Dropbox Staff
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Hey @Michael_Steinhofer, sorry to hear about this.

 

Can you look through your email's inbox and spam/junk folder to see if you can find any email notification about your subscription's renewal sent from Dropbox?

 

Do you maybe remember cancelling your subscription at some point during your last billing cycle?

 

Also, how did you upgrade in the first place? Was it through our website directly or via the app store on a mobile device perhaps?

 

Let me know what you find and we'll take it from there, Michael. 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Michael_Steinhofer
Helpful | Level 6
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Thanks for the reply. I have looked through my emails and junk and haven’t found anything pertaining to renewals? Not even for last years auto-renewal. We did not intentionally cancel or anything. And I upgraded the account in a weird way, but through the site, not the App Store. I had originally created this account for one of my coworkers with a different email address. And when I determined she wasn’t using it, I changed the account to use my email. Now that I’m thinking of it, I wonder if the renewal emails ended up going to her email somehow? Just odd that it didn’t auto renew.

Megan
Dropbox Staff
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Hey @Michael_Steinhofer, sorry to jump in here! 

 

If you changed the email after the renewal, that could be the reason why you never received any emails. 

 

Can you have a look at the account's transaction history on your Payments page here: https://www.dropbox.com/payments and let me know if you see any helpful info? Does it show the plan as being cancelled, or any unsuccessful efforts to pay? 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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Michael_Steinhofer
Helpful | Level 6
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Ok, so this is odd, but not bad. my first invoice and receipt from 10/23/20 open fine and I can confirm it has my email on the invoice. the second one from 10/23/21 will not open at all? But, since the first one was already set to my email, maybe the second one was as well? 

 

Also, I have logged into the other users email and can see that I changed the email officially over to my email on 4/12/22. Prior to that, her email address had received the renewal notifications. 

 

I guess ultimately it really doesn't matter who received the email reminder. I guess the core issue is why didn't it auto renew. 

 

That being said. I can always just update the account again. Just not sure why dropbox didn't auto renew?

Hannah
Dropbox Staff
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Hey @Michael_Steinhofer!

 

Could it be possible that the other person that received the previous renewal emails, decided to login to the account and cancel the renewal, not knowing that you're actually using the account?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Michael_Steinhofer
Helpful | Level 6
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A good thought but nope. She doesn’t have access to the account any longer. ☺️

Megan
Dropbox Staff
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I'd be happy to send you an email, in order for us to look into this @Michael_Steinhofer

 

Should I go ahead? 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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Michael_Steinhofer
Helpful | Level 6
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Hmm. I’m not sure that’ll be necessary? I’ve already resubscribed. So I have my account back.
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    Michael_Steinhofer Helpful | Level 6
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