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Forum Discussion
Being billed for Plus but it says Basic.
Hi, I am currently being billed for Plus and have done so for years but now Dropbox says I am on the Basic plan which doesn't make any sense. It might be because a few months ago someone from another...
Hi MeganLittle, how are you today?
Is it possible that you upgraded a different account than the one you're looking at?
Have you tried using our self-serve look-up tool, in order to locate the Dropbox account linked to the charge, and identify if it's a different one?
Feel free to also let me know your ticket number, in order for me to locate in on our system.
Keep me posted!
I hop someone can help. I had been chatting to an online chat person from Dropbox who proved very unhelpful and snappy at me. I have an account that says 'Basic' but the invoices say 'Plus' and it is £9.99 month?! So how can it be basic but were paying for Plus? I also want to change my card details in which we are paying but this is proving so difficult. There is not one section that helps you with it, it is not straight forward at all. I asked on the live chat and he was no help at all either.
- Rich
Super User II
Cyan Distribution wrote:
So how can it be basic but were paying for Plus?
You likely have more than one account. Use the credit card charge lookup tool to identify the account you're paying for.
I also want to change my card details in which we are paying but this is proving so difficult. There is not one section that helps you with it, it is not straight forward at all.If your account shows as Basic, you wouldn't have the billing options available to you since Basic is a free plan.
I asked on the live chat and he was no help at all either.If you opened the Sales chat, they can't do much with existing accounts. They're only a Sales channel, and the chat on the Support page for Basic accounts is a bot.
If you have a billing issue you need to contact Dropbox Support directly. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.
- Megan
Dropbox Staff
Hi Cyan Distribution, 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.
As for updating your billing info, you'd need to access the account first, then follow these steps, provided the account was upgraded directly through Dropbox.
Keep me posted for any updates!
