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Forum Discussion

Tony P's avatar
Tony P
New member | Level 1
8 days ago

I paid for an upgrade but I'm still on the Basic plan

Paid for the Dropbox Plus upgrade but still on basic plan Paid in answer to warning message on Iphone Paid via PayPay Transaction id [Removed as per Community Guidelines]  on 11th January...
Billing
Payments
upgrades
  • Tony P's avatar
    Tony P
    7 days ago

    Hi Jay, Problem solved by logging in using my Gmail account instead of btinternet.

Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff
7 days ago

Hi Tony P, thanks for bringing this to our attention.

Just for clarification, do you see any confirmed payments (with an invoice and receipt) on this page on your account?
Did you upgrade via the Dropbox site directly, or via the mobile app?  

This will help me to assist further!

  • Tony P's avatar
    Tony P
    New member | Level 1
    7 days ago

    Nothing on that page. Upgraded via mail waning message on mobile phone so presumably via website. Didn't use the app.

    • Jay's avatar
      Jay
      Icon for Dropbox Staff rankDropbox Staff
      7 days ago

      Thanks for the info. As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

      You can do this by opening an incognito/private browsing window, while not signed into any account, and accessing this link.

      From there you should be able to contact support. Make sure to pick an email to which you can receive and send emails from.

      Once you get a ticket ID from the automated response sent via email in a few minutes, please let me know the number here so I can locate it in our system.

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