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Forum Discussion

MeganLittle's avatar
MeganLittle
Explorer | Level 4
2 years ago

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...
Billing
Dropbox Basic
Payments
Plans
upgrades
  • Megan's avatar
    Megan
    2 years ago

    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! 

Pinkrunners's avatar
Pinkrunners
Explorer | Level 3
Hi

Im hoping someone can help me. In april this year i signed up for dropbox plus and a significant amount of photos and videos of our new baby. 2 weeks ago my phone was sent back to the.manufacturer due to a software fault. I checked before the phone was sent back and all my photos were backed up. When i received the phone back all my photos were gone and my dropbox account is saying i have dropbox basic not dropbox plus. I pay the subscription through the google play store so not sure who to contact about this. Wondering if anyone had any advice
Megan's avatar
Megan
Icon for Dropbox Staff rankDropbox Staff
2 years ago

Hey Pinkrunners, welcome to our Community!

 

Is it possible that you signed into a different account than the one you had upgraded before?

 

If I were you, I'd use our self-serve look-up tool, in order to have a clear idea which account is linked to the charge.

 

It is possible that you might not be able to locate the charge, since it was made from Google, but no worries, this is why we are here. 

 

Give it a go, and let me know what you find.

  • Pinkrunners's avatar
    Pinkrunners
    Explorer | Level 3
    2 years ago
    Im not sure as i may have a second account but its linked to an old email address that i dont have access to
    Is there any way of finding out what account is linked to the payment. I pay via the google play store
    • Pinkrunners's avatar
      Pinkrunners
      Explorer | Level 3
      2 years ago
      Or can you check if the email address i am thinking of has an account attached to it. If it doesnt then it relates to my current dropbox account
    • Megan's avatar
      Megan
      Icon for Dropbox Staff rankDropbox Staff
      2 years ago

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

      • Pinkrunners's avatar
        Pinkrunners
        Explorer | Level 3
        2 years ago
        Yes please do

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