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Forum Discussion

MargotNina's avatar
MargotNina
New member | Level 1
6 days ago

I've been billed for the Plus plan, but my account hasn't been re-upgraded yet.

For some reason my automatic payment stopped and my account was downgraded. I then payed a yearly ammount to be upgraded again and my card was charged. But neither in the app neither online my account has been upgraded again, even though I payed for it. I dont want to lose my files. Im receiving emails to upgrade my account to keep my acces, but I already payed! What can I do?

downgrade
Payments
upgrades
  • Nancy's avatar
    Nancy
    Icon for Dropbox Staff rankDropbox Staff
    6 days ago

    Thanks for letting us know about this, MargotNina.

    When your Dropbox account was downgraded the first time, did you also contact your bank to see if there was any type of issue with your transaction?

    If you check your bank statement now, does the transaction appear to be complete? 

    If yes, I’d like a screenshot of what you see here.

    Let me know what you find.

    • MargotNina's avatar
      MargotNina
      New member | Level 1
      6 days ago

      See screenshots below. Can you solve the problem?

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

        Thanks for the screenshots, MargotNina; appreciate them. Can I log a ticket for you at this email address? I’ll be able to check your Dropbox account this way and see if there’s something else happening.

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

      You’re all set, MargotNina. Please reply to my email and I’ll take it from there.

      • MargotNina's avatar
        MargotNina
        New member | Level 1
        6 days ago

        Hi i replied to the email a few times but i am not getting a response

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