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Forum Discussion

Robertuk's avatar
Robertuk
Explorer | Level 3
Hi

The problem started when my excel spreadsheet within drop box deleted all the info when I hit a key (unsure what it was)

Then I could t log in - I’ve now sorted that

I then paid 9.99 to upgrade to to paid version as it has backup - payment has been taken but it hasn’t upgraded
Robertuk's avatar
Robertuk
Explorer | Level 3
2 years ago
Hi

No,?I submitted my card details and it took the 9.99’paymwnt
  • Nancy's avatar
    Nancy
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    Hi from me as well, Robertuk. 

     

    There’s a possibility you have a second Dropbox account under a different email address that has been upgraded instead. 

     

    Do you see a 12-digit transaction ID in your bank statement, when opening your Dropbox charges? If yes, please insert it here, and compare the email address you’ll see with the one showing here. Are they the same?

     

    If not, you'll need to sign in to Dropbox with the correct email address to access your subscription.

    • Robertuk's avatar
      Robertuk
      Explorer | Level 3
      2 years ago
      Hi

      No transaction I’d - no, it’s going to take 999 every month of my card and I don’t know where it’s going or what it’s going for, I actually want the upgrade on my proper Dropbox. I don’t know where this has gone wrong, is it possible to speak to somebody on the phone please?
      • Hannah's avatar
        Hannah
        Icon for Dropbox Staff rankDropbox Staff
        2 years ago

        Hey Robert, unfortunately phone support is currently available to our Dropbox Business admin accounts, but you should be able to log a ticket to our support team.

         

        Open this link from a private browsing/incognito window, insert your info and submit your request.

         

        Once you have the ticket number, please send it along here as well.

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