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Got an email about a failed attempt to renew but my account shows as Basic and is empty

Got an email about a failed attempt to renew but my account shows as Basic and is empty

dadamanga
Explorer | Level 4

I had a paid account for many years.  My credit card expired and I received an email saying: 

 

We weren't able to charge you $11.99 for your Dropbox subscription. Please check your billing information to make sure it's up to date.

After April 29, 2024, your account will be downgraded to Dropbox Basic, and your space will be reduced to its original amount. If this happens, none of your files will be deleted, but you'll have much less space to add new files to Dropbox.

 

I have tried to log in to update my card but when I log in, there is nothing in my account, no history, no files, zero.  I do not know what to do.  Now it says I do not qualify for support because I have a free account.  Totally confused.

 

 

26 Replies 26

dadamanga
Explorer | Level 4

Now that my problem is resolved, how do I stop following this post so I no longer get emails everytime someone comments?

Nancy
Dropbox Staff

@dadamanga, I’m glad to hear everything’s in order now. 

 

If you click on the 3 dots at the top right side of the Community thread, do you see an option to Unsubscribe perhaps?

 

Otherwise, you can also go here and unsubscribe from the thread you wish.

 

@PepperPod, I’m sorry to hear about this. 

 

From what I understand, you’re able to log into the correct Dropbox account, but your billing info isn’t accepted by the system, right? 

 

Can you send me ticket number you’ve received from our support team, so that I can check what you’ve tried with them so far?


Nancy
Community Moderator @ Dropbox
dropbox.com/support


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PepperPod
Explorer | Level 4

Ticket #23540237: Dropbox Support Chat

 

Hi Nancy

Many thanks for your response.  I've attached the ticket number above. I sent a message yesterday but I have not heard back from Tony.

 

I also sent a copy of the exchange to your billing support at billing-support@dropbox.com but I have not heard back from them.  

I look forward to hearing from you and I hope you can help me resolve this very frustrating situation.

Walter
Dropbox Staff

Hey @PepperPod - sorry to jump in here and thanks for the ticket number.

 

I was able to locate it in our system and passed your comments on to the expert who's handling your case.

 

They'll be getting back to you soon, but please let us know if you have anything else to add in the meantime. 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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PepperPod
Explorer | Level 4

Thanks, Walter, for your responsiveness.  I really hope we get this solved very, very soon.  Many thanks again.

PepperPod
Explorer | Level 4

Hi all, just an update to tell you how it got solved.  Tony removed all of the billing information from my account and downgraded it to basic.  I then went in to upgrade the account to a Family Plan.  It still wasn't working even with a different card.  Cherry Mae on the chat bot directed me to open an incognito tab and try entering my credit card information in again.  This time it worked.  So, 10 days of serious frustration, but it got solved!  

Walter
Dropbox Staff

Glad to hear it's sorted now and thanks for keeping us in the loop too @PepperPod 

 

See you around the Community and take care!


Walter
Community Moderator @ Dropbox
dropbox.com/support


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