I paid for a yearly Plus plan, but my Dropbox account has been downgraded.

Question

Hello! I payed for a yearly subsciption in january 14th, but suddenly my Dropbox Plus plan was cancelled. How is that possible since I already payed for the whole year?

Megan · Answer

Hi renanveloci, I just sent you an email, and we'll have a closer look into this together.
See you there! 😇

Nancy · Answer

Hey renanveloci, thanks for posting on our forum today.&nbsp;
Have you checked with your bank to make sure there were no issues with your transaction?&nbsp;
Other than that, I’d suggest opening a ticket so that we can investigate this further.&nbsp;
Please let me know once you’ve confirmed with your bank and I can log a ticket for you to the email address that’s linked to your Community profile.&nbsp;
Give me a nudge when you have more updates.

renanveloci · Answer

Hey, Nancy!&nbsp;Thanks for your reply.Everything is normal with the transaction, since it's a one time only payment and I've been using the Dropbox plan since January normally.I have some thoughts on what could have happened. I'm DJ and I started a subscription plan at Rekordbox DJ, a software by Pioneer DJ.One of their services included in the plan is “Cloud Option”, which is a “1TB of cloud storage and cloud-related functions powered by Dropbox”.I tought I was gonna get 1Tb of extra space, but my 2Tb personal plan was switched to this one. Once I realized that this mistake was made, I removed my account from their “team” and switched back to my plan.After that, I realized that my account 2Tb Dropbox Plus plan was cancelled.Ps: I already opened a ticket to the Dropbox team, but I had no replies until now.Thanks once again :)

Nancy · Answer

Hi again, renanveloci! Thanks for the additional details.&nbsp;
I had a look into our system and I can see your email has reached an unmonitored queue.&nbsp;
Can I go ahead and log a ticket for you instead to the email address that’s linked to your Community profile here?

renanveloci · Answer

Hey Nancy! Yes, please.Another question: Dropbox sent me a notification saying that my files can be deleted from the cloud. How much time do we have until this problem is solved? I'm afraid to lose my files stored in the cloud :(