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Downgraded account, but already paid

Downgraded account, but already paid

GOBjunior
Explorer | Level 4

My mother has a Dropbox Plus account. When they automatically billed her for the year in december she mistakenly thought that it was wrong (she overlooked that it was a payment to Dropbox) en got the money back. She immediately found out that she made a mistake and manually transferred the money again to Dropbox. But several days later Dropbox sends an email that her account has been downgraded because she got her money back, even though she already corrected that mistake. How can I get her back to Dropbox Plus without her paying again?

3 Replies 3

Re: Downgraded account, but already paid

Jay
Dropboxer

Hi @GOBjunior, thanks for posting on the Community!

 

As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

 

You can do this by logging into your account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible.

 

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system!


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: Downgraded account, but already paid

GOBjunior
Explorer | Level 4

Thank you for your quick response to my message. I've send in a ticket as you asked. The ticket ID is: 11885569.

Re: Downgraded account, but already paid

Jay
Dropboxer

Thanks for the ticket ID, I can see it's in our system, which means that the support team will be able to investigate from there on!


Jay
Community Moderator @ Dropbox
dropbox.com/support


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    Jay Dropboxer
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    GOBjunior Explorer | Level 4
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