I paid for Dropbox Plus, but my account hasn't been upgraded

[Sana Ansari]

Hello,

Today, I purchased the Dropbox Plus subscription.

I paid 119,88 euro for a year, but I did not get the Dropbox Plus update.

Also, I have not received an email about my payment.

Do you know what needs to be done now? 

[Nancy]

Thanks for posting this here, @Sana Ansari! 

Did you upgrade your Dropbox account from our website, or your iTunes/Google Play account? 

Did you also check your email address’s spam folder, and there’s no confirmation there? 

If not, I’d suggest having a look at any other email address you may have, in case you’ve accidentally upgraded the wrong Dropbox account. 

Let me know what you find, and we'll go from there.

[Sana Ansari]

Hello Nancy,

Thanks for your quick reply.

I upgraded the account through your website.

No, there is no email in spam folder and I am sure I did not upgrade other accounts. This is the only account I have.

Is there any other way that you could help me? 

Kind regards,

Sana

[Walter]

Hi there @Sana Ansari - sorry to jump in here, but would it be OK if we reached out via email to have a further look internally? 

[Sana Ansari]

hey Walter, yes of course. My email address is: [removed per the Community's Guidelines]

Thank you!

[Walter]

Thanks for the cooperation @Sana Ansari - I've just sent an email to the email address that's connected to your Community profile to investigate further, so please have a look at your inbox and we'll take it from there. 

[delanuez21]

Hello Nancy, I hope you can help me. I have been getting the message from drop box that I don't have enough storage, suggesting I upgrade. My pictures do not sync since December. I just realized that I did pay for the upgrade back in July thru Paypal. Looks like at the beginning the account was upgraded but after a while it stopped and went back to basic. I am not able to contact them because since they put me back in basic account. 

[Megan]

Hey @delanuez21, thanks for posting here today! 

Is it possible that you upgraded a different Dropbox account, other than the one you're currently using? 

Would you mind checking the account's plan page, and payments too? 

Let me know more!

[delanuez21]

Hi Megan,

I checked the subscription and payment pages like you suggested but the account shows Basic and my Paypal account shows the payment made in July for $119.88.

Can you tell me how do I get in touch with someone to let them know and fix the problem. I don't have access to support  because my account is now basic. 

[Jay]

HI @delanuez21, as this is related to sensitive billing info, you can contact our support team directly by opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address that you can access, followed by your billing info.