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Forum Discussion

VeronikaV's avatar
VeronikaV
New member | Level 2
2 months ago

Getting charged for a Plus plan but have a Basic account

Hi. I have had a Dropbox Plus Account that I downgraded to a Dropbox Basic a couple of months back. However I'm still getting charged for a Plus account. When I enter my Dropbox account, it says that...
Billing
cancellations
Payments
Refunds
DBX_Pedro's avatar
DBX_Pedro
Icon for Community Manager rankCommunity Manager

Hi VeronikaV,

 

Thanks for reaching out.

 

In order to check this can you please use this link.

 

If this happens to be a Basic account, it means there’s no paid subscription, so you won’t need to cancel anything.

 

Could you double-check and let us know?

 

We’ll take it from there!

VeronikaV's avatar
VeronikaV
New member | Level 2
2 months ago

It is a Basic account. However I'm still getting charged for a Plus accounts. The amount was taken from my bank account today and has been for the for the last couple of months even after I cancelled the subscription. So you have simply forgotten to stop charging me.

  • Hannah's avatar
    Hannah
    Icon for Dropbox Staff rankDropbox Staff
    2 months ago

    Hey VeronikaV, would you mind looking up the billing info here, to see if the email address of the paid account matches the address of your Basic one?

    • VeronikaV's avatar
      VeronikaV
      New member | Level 2
      2 months ago

      Thank you Hanna - that is the issue - my account is apparently linked with both my personal and work email, with the same user name and app!

      • Hannah's avatar
        Hannah
        Icon for Dropbox Staff rankDropbox Staff
        2 months ago

        Thanks for the update, Veronika.

         

        If that's the case, I think it'd be best to contact our support team directly, so they can clarify this for you. To do so:

         

        1. Open a private browsing/incognito window and go to this page.
        2. In the "I want to look up information related to" section, choose "other" and type in an email address you can access.
        3. Fill out the rest of the form.
        4. Click "submit".

         

        Let us know when you have your ticket number.

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