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Quota hasn't updated after upgrade., and missing photos

Quota hasn't updated after upgrade., and missing photos

daniellehannah39
Explorer | Level 3

My Dropbox is saying I've ran out of space. I have made a payment via Google play store today and it hasn't updated? Also there are photos missing is this because I have ran out of space?

9 Replies 9

Jay
Dropbox Staff

Hi @daniellehannah39, thanks for bringing this to our attention.

 

Are you seeing any successful upgrades with an invoice and receipt on this page? What about via the Google Play store or in the Dropbox mobile app?

 

Regarding the missing photos, were they already on the site and then deleted, or just not uploaded onto the site to begin with? Do you see any of these files on the events page or deleted files page?

 

This will help me to assist further!


Jay
Community Moderator @ Dropbox
dropbox.com/support


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daniellehannah39
Explorer | Level 3
None of those help. There is no billing activity at all.

The photos that are missing are 2015 to 2019. They where there before and my account was downgraded to basic and they have gone?

Jay
Dropbox Staff

If there's no billing activity, then it means that the payment never went through on your mobile device. You could try again there, or upgrade via the Dropbox site directly.

 

Did you check the previous links I suggested to locate the missing images? A downgrade on your account wouldn't affect your current files.


Jay
Community Moderator @ Dropbox
dropbox.com/support


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daniellehannah39
Explorer | Level 3
Another payment has came out today. I seem to have 2 accounts. Is there any way to merge them and how do I contact someone about the billing issue. The account I made the payment for shows I've no space left but I've paid 9.99 the last 2 months.

Megan
Dropbox Staff

Hi @daniellehannah39, happy Monday! 

 

You could use our self-search look-up tool in order to locate the Dropbox account behind the charge. Can you give it a go?

 

You could then download the content, and re-upload them to the correct account, or even share from one account to the other.

 

Let me know of any updates!


Megan
Community Moderator @ Dropbox
dropbox.com/support


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daniellehannah39
Explorer | Level 3
How do you share them?

The receipt reference I have for Google play is more than 12 characters it's GPA.3381-7626-4775-96379..7 and it won't trace it. On Google play it does have the right email.

Megan
Dropbox Staff

Hi @daniellehannah39, can I send you an email, in order for us to have a closer look into this? 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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daniellehannah39
Explorer | Level 3
Yeah no problem at all.

Megan
Dropbox Staff

Hey Danielle!

 

I just sent you an email, see you there.

 

Cheers!


Megan
Community Moderator @ Dropbox
dropbox.com/support


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