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Forum Discussion

reallyannoyed666's avatar
reallyannoyed666
Explorer | Level 3
2 years ago

Double charged several times then had my Plus account canceled when I asked for a refund

Well, hey, since Dropbox doesn't have any human support agents to talk to.   I finally figured out the weirdness that was going on with my Dropbox account. For months I'd been receiving "duplicates...
Billing
cancellations
downgrade
Dropbox Plus
Payments
Plans
Plans and upgrades
upgrades
  • Jay's avatar
    Jay
    2 years ago

    Hi reallyannoyed666, thanks for bringing this to our attention.

     

    Currently, we only provide incoming phone support for team admins of Dropbox Business subscriptions.

     

    Regarding what you experienced, it sounds like you somehow upgraded via both mobile apps, and one of them went through to your account. Most likely, the payment wasn't finalized on our end, hence why the account was downgraded. Can you see any of the confirmed payments (which means both a receipt and invoice) on this page on your account?

     

    Are you still being charged by either Google Play or iTunes? Did you receive any refunds from them?

     

    This will help me to assist further!

reallyannoyed666's avatar
reallyannoyed666
Explorer | Level 3

Hi Jay,

 

Thanks for your response. I'm not able to see either charge in the billing history on my account. In fact it would appear that many charges are missing from the history. I'm not sure how that plays into things, but hopefully it's useful information for you.

 

I was refunded for one of the charges as far as I can tell from my bank account and since my Plus account and if I'm to be charged again (which I shouldn't be since I've been downgraded to Basic?) it wouldn't be until next month.

 

Let me know if you need any for info from me.

Hannah's avatar
Hannah
Icon for Dropbox Staff rankDropbox Staff
2 years ago

Hey reallyannoyed666, sorry to jump in here.

 

Since your account is now downgraded, you won't be charged again.

 

I'm with jay on what probably happened, but if you do wish to continue with a paid subscription, I would suggest upgrading directly through our website this time.

 

That way you can keep track of your payments directly through the Dropbox site and no double payments should occur.

  • reallyannoyed666's avatar
    reallyannoyed666
    Explorer | Level 3
    2 years ago

    Hi Hannah,

     

    No worries - I appreciate your input. 

     

    I'll definitely try upgrading through the site instead.

     

    Thanks to both of you for the help 🙂

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

      No problem at all!

       

      If you need anything else, make sure to let us know.

       

      Have a wonderful weekend! 

      • reallyannoyed666's avatar
        reallyannoyed666
        Explorer | Level 3
        2 years ago

        Will do. You too, Hannah!

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