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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! 

aceofspades's avatar
aceofspades
Explorer | Level 3

I paid for Dropbox via the Google Play. I paid for the annual Plus plan for $119.99, which was deducted from my account in July, yet my account does not show I am Plus. It continues to show I am basic. I can provide the Google Play order number, etc. I need help. This experience is upsetting because Dropbox has chats for sales but not issues. 

 

I went through a sequence of steps to resolve with Google—uninstalling and reinstalling Dropbox; uninstalling Google Play Store updates, and clearing cache. Nothing worked. This is three months money was taken from my account for a service I do NOT have. 

Rich's avatar
Rich
Icon for Super User II rankSuper User II
2 years ago
aceofspades wrote:

I paid for Dropbox via the Google Play. I paid for the annual Plus plan for $119.99, which was deducted from my account in July, yet my account does not show I am Plus.

Could you have more than one Dropbox account? That's often the case when someone upgrades, and they've found that they've upgraded the wrong account, or created a new account instead of upgrading the existing one. Does your Dropbox account use the same email address as your Google Play account?

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

    Thank you for your response. 

     

    I only have one dropbox account. The same account applies to my google account.

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

      Hi aceofspades, welcome to our Community! 

       

      Can I send you an email, in order for us to have a closer look into this?

       

      Keep me posted!

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

        Yes. Please do.

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