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I have paid for a plan, but my account is still Basic

I upgraded my account but it still shows as Basic

Tony84
Explorer | Level 3

I upgrade to dropbox plus and paid for a year, but nothing changed in dropbox. It says im still using the free version and i didnt even got an email. Please help

114 Replies 114

Nancy
Dropbox Staff
Hi @Tony84, welcome to our Community! 

Do you remember perhaps whether you upgraded your account directly from the Dropbox website or via Google Play/iTunes? 

Also, can you please clarify if you have two Dropbox accounts linked to two different emails? 

If you have the transaction ID that is linked to your charges, you can also take a look here

Keep me posted for any updates! 

Nancy
Community Moderator @ Dropbox
dropbox.com/support


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Tony84
Explorer | Level 3

I don't know what happend wrong, but i got my money back from dropbox.

Greetings, Tony

Nancy
Dropbox Staff
I am glad to hear that Tony! 

For anything else you might need, we're here to help. 

Cheers! 

Nancy
Community Moderator @ Dropbox
dropbox.com/support


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SM_IM
New member | Level 2

I have been charged for my subscription (my account lapsed as I had no money in the right account at the time) yet my account still shows as basic and has for 2-3 weeks. It's affecting my ability to work. How can I get this issue resolved? I'd also like a refund for the time I've not been able to use my account normally.

 

Cheers.

Nancy
Dropbox Staff
Welcome to our Community, @SM_IM!

Can you please send over a screenshot of what you see here

Did you reupgrade your account directly via the Dropbox website or the App Store/Play Store? 

Let me know!

Nancy
Community Moderator @ Dropbox
dropbox.com/support


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SM_IM
New member | Level 2

I've managed to sort it through FB chat, though have had no luck requesting my plan to start today to recoup the weeks I haven't had access. Is that something you can help with?

 

Cheers

Nancy
Dropbox Staff
Do you mean that you’d like to request a refund, as you mentioned in the beginning, because your account was upgraded today? 

If so, can you please clarify from which platform did you upgrade? Was it directly from the Dropbox website, the App Store or the Play Store?

Keep me posted!

Nancy
Community Moderator @ Dropbox
dropbox.com/support


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jonnz
New member | Level 2

Hi I have been a Plus user for a few years and the annual payment has normally not been an issue, However, I went to use DB and it has reverted my plan to basic and removed all my files. I checked my bank and all was paid on the correct date. I have also put the DB 12 digit code into the DB help and it shows it has been paid. The only thing that I can see is different is that my email address on the account details is my old one and not the one attached to the actual DB account.  Cheers

Hannah
Dropbox Staff
Hey @jonnz, thanks for your comment here.

It sounds like you have two Dropbox accounts, a paid one and a free one.

If you login to Dropbox with the email address you saw when you looked up the payment, you will be able to access your paid account and your files.

Hannah
Community Moderator @ Dropbox
dropbox.com/support


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