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Forum Discussion
Got an email about a failed attempt to renew but my account shows as Basic and is empty
I had a paid account for many years. My credit card expired and I received an email saying:
We weren't able to charge you $11.99 for your Dropbox subscription. Please check your billing infor...
OK so that is not the correct address, but, it is my usual business email address so you can email me there, and I will give you the address linked to my account, by return email. Thanks.
Nancy
Dropbox Staff
Dropbox StaffPerfect! I just sent you an email. Please reply back to it, dadamanga, and we’ll look into this further.
- Nancy
dadamanga, I’m glad to hear everything’s in order now.
If you click on the 3 dots at the top right side of the Community thread, do you see an option to Unsubscribe perhaps?
Otherwise, you can also go here and unsubscribe from the thread you wish.
PepperPod, I’m sorry to hear about this.
From what I understand, you’re able to log into the correct Dropbox account, but your billing info isn’t accepted by the system, right?
Can you send me ticket number you’ve received from our support team, so that I can check what you’ve tried with them so far?
- Walter
Hey PepperPod - sorry to jump in here and thanks for the ticket number.
I was able to locate it in our system and passed your comments on to the expert who's handling your case.
They'll be getting back to you soon, but please let us know if you have anything else to add in the meantime.
Hello,
Today after some intervention perhaps, when I logged into my account, my files were all back in place, and the account was once again showing as a paid account and I was able to update my payment method.
I do not know what that was all about but anyway it is resolved. Thanks if someone did something to fix it.
Dear Nancy - I have a similar problem. Since April 1st, I have tried to update my card details more than 11 times. I have contacted my bank and it is definitely being rejected by YOUR system. Since the beginning of April, I've been in contact with your support member, Tony, but he has not resolved the issue in the least. I would be very happy to send you all of the emails I have sent to him. I've been a customer since 2015 and cannot believe what poor service I'm getting right now. Absolutely appalling. Plus, our business is suffering since we cannot share documents! You are my last hope before I contact the Better Business Bureau to file a complaint.
Now that my problem is resolved, how do I stop following this post so I no longer get emails everytime someone comments?
Ticket #23540237: Dropbox Support Chat
Hi Nancy
Many thanks for your response. I've attached the ticket number above. I sent a message yesterday but I have not heard back from Tony.
I also sent a copy of the exchange to your billing support at billing-support@dropbox.com but I have not heard back from them.
I look forward to hearing from you and I hope you can help me resolve this very frustrating situation.
Thanks, Walter, for your responsiveness. I really hope we get this solved very, very soon. Many thanks again.
Hi all, just an update to tell you how it got solved. Tony removed all of the billing information from my account and downgraded it to basic. I then went in to upgrade the account to a Family Plan. It still wasn't working even with a different card. Cherry Mae on the chat bot directed me to open an incognito tab and try entering my credit card information in again. This time it worked. So, 10 days of serious frustration, but it got solved!
