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Forum Discussion

Burdzy's avatar
Burdzy
Explorer | Level 3
2 months ago

Cannot link my Android phone due to reaching device limit, but I have a paid plan

I have the Plus account with 2TB and unlimited devices. My Android phone says I reached the limit of 3 devices. How do I contact Dropbox support to fix the issue? The page where I can submit the prob...
Android
Install
Installing
Mobile
Setting up the apps
Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff

Hi Burdzy, thanks for bringing this to our attention.

 

Are you certain that you're logging into the same account on your phone as you are on your computer?

 

When you access this page, do you see what plan you're on? How many devices are currently linked to your account?

 

This will help me to assist further!

Burdzy's avatar
Burdzy
Explorer | Level 3
2 months ago

Hi Jay,

 

Here are answers to your questions:

Are you certain that you're logging into the same account on your phone as you are on your computer? Yes. It uses the same email and password. 

 

When you access this page, do you see what plan you're on? How many devices are currently linked to your account?

 

Subscriptions
Dropbox Basic
Free
2 GB of storage to help you store and share files.
Personal Dropbox space
Using 16.3 GB of 2.01 TB
Regular files (8.1 GB)Backup (0 bytes)Replay (0 bytes)Shared files (8.2 GB)Unused space (2 TB)

 

Please note that the page shows rather strange data: I have 2GB allowance but I use 16GB

of storage(!).

 

When I click "Home" and then on my picture, I see 

Your account has 2.01 TB storage
3 devices connected

 

I do have Plus. Here is a recent email from Dropbox:

 

"Hey Krzysztof,

We hope you've enjoyed being a Dropbox Plus user! Your subscription will renew automatically on October 5, 2024. Keep doing more with Dropbox Plus:

  • Plenty of space for all your stuff
  • Control over who sees shared files and links
  • Peace of mind when devices go missing

Your subscription will renew on October 5, 2024, and again each year, until you cancel. If you’d like to cancel your subscription, access your account settings. You may also contact support at any time."

 

Thanks, Chris

  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff
    2 months ago

    Thanks for the info. Are you able to contact the support team directly on this page?

    • Burdzy's avatar
      Burdzy
      Explorer | Level 3
      2 months ago

      No, I can't.

      The page says

      "Your support options
      Your Basic plan includes access to our Help Center, Community and Chatbot."

      Help Center are just articles.

      Chatbot is not a real person.

      I will believe in AI when it can resolve an issue just like mine.

      At this point, I am totally cut off from meaningful Dropbox help,

      except for you, Jay. Thanks for listening to me. Chris

      • Jay's avatar
        Jay
        Icon for Dropbox Staff rankDropbox Staff
        2 months ago

        Thanks for the update. In order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?

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