Forum Discussion

Anna_AI's avatar
Anna_AI
New member | Level 1
28 days ago

I cancelled a trial upgrade from Plus to Essentials, which downgraded me to Basic plan

Hello, This is my first time posting here, but I find myself desperate. I paid for Dropbox Plus in August 2024 and have receipts to show for it. I recently decided to do a trial upgrade to Dropbox ...
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Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff
28 days ago

Hi Anna_AI, thanks for bringing this to our attention.

 

Are you certain that you upgraded the correct account? Do you see any confirmed payments (with an invoice and receipt) on this page on your account for the Plus subscription?

Did you upgrade to the trial via the Dropbox site directly, or via the mobile app? According to your bank statement, were you charged by Dropbox, iTunes or Google Play?
 

This will help me to assist further!

Anna_AI's avatar
Anna_AI
New member | Level 1
28 days ago

Hello Jay,

 

Yes, I am certain that I upgraded the correct account and I have an invoice and receipt to confirm it. 

I upgraded and cancelled the trial via Dropbox in my computer browser. Payments were charged through Paypal by Dropbox.

  • Nancy's avatar
    Nancy
    Icon for Dropbox Staff rankDropbox Staff
    28 days ago

    Hi from me as well, Anna_AI! Since we don’t have account visibility on the forum, can we log a ticket for you as the next step and look into this via email? We can message you to the email address you see here.

    • Anna_AI's avatar
      Anna_AI
      New member | Level 1
      28 days ago

      Yes please, that would be great. 

      • Megan's avatar
        Megan
        Icon for Dropbox Staff rankDropbox Staff
        27 days ago

        I just created a ticket on my end for you Anna_AI.

        Reply back to me, and we'll take it from there. Thanks! 😀

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