You might see that the Dropbox Community team have been busy working on some major updates to the Community itself! So, here is some info on what’s changed, what’s staying the same and what you can expect from the Dropbox Community overall.
Forum Discussion
Upgrade paid for and not activated for my account.
Yesterday I paid ~£100 to upgrade to DB Plus via my laptop browser directly on the DB website. The money left my account and the subscription showed as changed on my account page but the storage limi...
Rich
Super User II
Super User II
steverice102 wrote:
I am still marked a 'free' account with no more storage AND no record of the transaction on my billing page.
It's not fraud, or theft, or anything else malicious. Either there's a glitch and Support will need to assist you, or Dropbox simply hasn't received the funds yet (not all transaction types are instant).
First, I'd look at your statement for the charge and see if it has a transaction number. If it does, enter it on this page and verify you've upgraded the correct account.
If you don't have a transaction number, are unable to look it up, or anything else, you need to contact Support directly and they'll take care of you.
To contact Support, visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.
Already tried this route while logged out Rich (I found another of your response offering this advice to someone else) - all I found was yet another elaborate click loop that takes you to another series of FAQs.
There is no direct contact route of any kind I can see, even when logged out.
Hence my clear and justified outrage at being taken for a large sum of money with no way to even reach the company.
I entirely agree it’s not likely to be malicious or even deliberate - but that doesn’t make it not theft and the lack contact route any less aborant business practice.
There is no direct contact route of any kind I can see, even when logged out.
Hence my clear and justified outrage at being taken for a large sum of money with no way to even reach the company.
I entirely agree it’s not likely to be malicious or even deliberate - but that doesn’t make it not theft and the lack contact route any less aborant business practice.
- Rich
steverice102 wrote:
... all I found was yet another elaborate click loop that takes you to another series of FAQs. There is no direct contact route of any kind I can see, even when logged out.Then you missed something as the process works fine.
Many thanks for the video Rich, I have followed this route and submitted a call for help. If this is resolved I will mark is as resolved on here.
I appreciate your help, however I think any customer would agree that having to 'hack' my way around to this channel of comms is not easy, clear or really fair.
Fingers crossed this is resolved.
- Emmet
Community Manager
Hi steverice102,
I'm very sorry to hear about your experience. I see that you have created a ticket with our support team, and I have raised it with the appropriate teams internally. It is possible that when you tried to make this payment a pending transaction was created, and appeared as if the money was transferred out of your account. If this is the case, then the transaction will revert and the money returned to your account. I'm sure the agent handling your ticket, and your banking institution should be able to provide further clarity. Apologies for any inconvenience caused, and if you need any further help, please don't hesitate to let me know.
Emmet
