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Forum Discussion
My account was downgraded to a Basic plan, how can I reactivate my paid service?
On January 14th, Dropbox canceled my Plus account, the day after I paid for a year of service. A week later, after many emails to technical support, they reactivated it as a Basic (free) account. What should one do (apart from sending daily emails to Technical Support and Finance) to receive the paid service? Has anyone else had this experience?
- Jay
Dropbox Staff
Hi ArturoGlez, thanks for bringing this to our attention.
Could you attach a screenshot showing what you're seeing on the payments page on your account?
This will help me to assist further!
The account is [removed per Community Guidelines]. It appears as Basic, but I purchased it as Plus. Gladly. Attached is the invoice.
- Nancy
Hi from me as well, ArturoGlez! I’ve removed your personal details from the screenshot, since this is a public forum.
However, the email address that appears on your invoice, is it the exact same as the one you see here? I'd like to make sure you're not currently accessing a different Dropbox account that's on a free Basic plan instead.
Please also send me any ticket numbers you may have from your convo with our support team and I’ll check them for you.
I have sent a lot of Emails, but my money is not reflected in the service I bought. Without any explanation, whatsoever. The can take your money, not giving you anything in return, at any moment.
The Plus account for which I paid a year subscription on January 14th was deactivated the next day, January 15th. I couldn't even log in to report the issue to Technical Support. I had to get a second account (this one) just to have the possibility to ask for support and get a solution from the technical and financial departments. However, the only thing I have achieved so far is the reactivation of the originally Plus account, now downgraded to Basic (the one on the invoice). I still don't have the account I bought, nor the money I paid. Now, I have two Basic accounts: the one converted from Plus and the one I am using to communicate with you.
These are the tickets that have been opened, but my Plus account is still Basic, and my money feels like it was thrown away: Ticket #24696345 23/01/25 Fernando. Email to Billing-Support 21/01/25. They haven't even replied. Ticket #24689360 21/01/25 Raidna Ticket #24667789 16/01/2025 Emma I can transcribe the emails if you like. Although they have been getting more intense due to the lack of response.
- Jay
Hi ArturoGlez, I can see that under ticket 24696345 you received a reply to the email address, and the support agent has forwarded it to a specialist team to look into this in more detail.
Jay, I sincerely hope that Dropbox's response is to give this customer what I paid for: a usable Plus account for one year. So far, after 11 days, all I have received for my money (120 USD) is an account that was canceled on the second day, downgraded to Basic on the eighth day, with a minimum space of 2GB, to sync only 3 devices, with the money paid apparently lost, without the functional operation of my files (partially lost) on the 9th day. Not to mention the misinformation and lack of attention, not knowing what happened until now, the wasted time creating new email addresses in Gmail to be able to log back into the system and make the claim, losing files deleted because they no longer fit in a space reduced to 2GB, investigating the instances to whom to claim, and the worst: the annoyance of feeling the message from this company that the customer's satisfaction, time, files, and money are the least important! Honestly, for me, it is an absurd, unprecedented, and surreal situation. Being used to buying licenses, software, online services, IT products, this is the first time I have experienced something like this. Anyway, the good thing is that I don't give up easily. I want to receive what I paid for. What's wrong with that? Am I wrong? This is what we customers want. What's going on with this provider, Dropbox?
