Google has charged me for a Plus plan, but Dropbox still remains as Basic

[Sylau888]

I have renewed my plan via Google play store. But in the app it still remaim as basic. Tried so many times to upgrad and it said the account is already upgraded. The play store has a red line saying confirm plan by open app. But it still the same. Please help

[Nancy]

Hey @Sylau888, thanks for posting this here.

Can you send me a screenshot of the message you get saying that your Dropbox account is already upgraded?

Besides the email address that’s linked to your Dropbox mobile app, do you have any other emails that could be connected to a different Dropbox account (that has been upgraded instead)? 

Let me know, and we’ll have a look.

[Sylau888]

Hi Nancy. Thanks for the reply. My account is logged in using google account so theres no other emails connected to that drop box account. I can't attached a screenshot here. Is there other way you could assist in this matter? Thank you so much.

The screenshoot in the app saying "found a google play subscription, this account has already been upgraded" when I tried to click upgrad again in the app. I have received both google play and paypal receipt for the upgrade

[Jay]

Hi @Sylau888, could you check for any payments (including both an invoice and receipt) on this page on your account?

[Sylau888]

Hi Jay. It said no payment on this page. But the Google play store have the subscription and I have received receipts for the payment. The bank has charged as well. It has a red line saying "confirm plan by opening app". Then it keep repeating "your account has already been upgraded" when i open the app.

[Sylau888]

My drop box account has previously paid by apple store. But yesterday i received an email saying payment fail and i need to renew the plan by the link in the email. I paid using the link in the email from an Android device then all these happened

[Jay]

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 opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address that you can access, followed by your billing info.
 

[Sylau888]

Hi Jay. I tried the link. It doesn't hell at all. It just pop up all the FAQ and when it comes to the chat box it keep saying i need to upgrade my plan to get an human to talk tp 😞

[Hannah]

Hey @Sylau888, did you open the link from a private browsing/incognito window?

[Sylau888]

Yes i did.