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Forum Discussion

MeganLittle's avatar
MeganLittle
Explorer | Level 4
2 years ago

Being billed for Plus but it says Basic.

Hi, I am currently being billed for Plus and have done so for years but now Dropbox says I am on the Basic plan which doesn't make any sense. It might be because a few months ago someone from another...
Billing
Dropbox Basic
Payments
Plans
upgrades
  • Megan's avatar
    Megan
    2 years ago

    Hi MeganLittle, how are you today?

     

    Is it possible that you upgraded a different account than the one you're looking at? 

     

    Have you tried using our self-serve look-up tool, in order to locate the Dropbox account linked to the charge, and identify if it's a different one?

     

    Feel free to also let me know your ticket number, in order for me to locate in on our system. 

     

    Keep me posted! 

Hannah's avatar
Hannah
Icon for Dropbox Staff rankDropbox Staff

Hey me-123, thanks for reaching out to our Community.

 

From what you described in your post, it would appear that you've most likely signed into a different or new Dropbox account, instead of your paid account.

 

Can you check the email address of your paid account and compare it to the one you used to sign in now, to see if they're different?

AEF's avatar
AEF
Explorer | Level 3
2 years ago

Thank you for your reply. However, but I've already checked the other account (which I don't use) - it's Basic, no charges associated with it. Also it doesn't explain that the one I'm using shows I have 2TBs of storage and I used to be able to sync unlimited devices. But now it says it's Basic, but still have the 2TB (associated with Pro), but no details of my billing (even though I'm still paying monthly). So, it cannot be a case - I don't think - that the membership is simply associated with another account (as I'm not sure how I would still have 2TBs of storage, not why it would change when it used to be all working fine).  

  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    Hey AEF, I can see that you're in direct communication with the team through your open ticket so I'd suggest getting back to them there so that they can assist further at this point. 

     

    My colleague handling your case should be getting back to you soon, but please let us know if you have anything else to add in the meantime. 

    • AEF's avatar
      AEF
      Explorer | Level 3
      2 years ago

      Thank you, yes I have replied to her email - so I am hoping we can get it sorted.  Thanks very much for your help. 

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