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Forum Discussion

AngelaS238's avatar
AngelaS238
Explorer | Level 3
3 years ago

Upgrade account and paid but nothing happend

I upgraded My account last week. I paid for one year but I didn’t received a confirmation mail. And the account hasn’t been upgraded. Van someone help?
Billing
Payments
Plans
upgrades
AngelaS238's avatar
AngelaS238
Explorer | Level 3
Hi Jay,

Thanks for your response.

I can’t see the payment on the website you send.

I updraded in the website of Dropbox.
The payment was charged by Dropbox.

Thanks!
Angela
Walter's avatar
Walter
Icon for Dropbox Staff rankDropbox Staff
3 years ago
Hey AngelaS238, sorry to jump in here.

It sounds like you're looking at another account other than the one you upgraded. 

Can you try our self-served look up tool to identify the email address that's associated with your payment's details? 

Is it an exact match with the one you see under your plan tab?
 
  • AngelaS238's avatar
    AngelaS238
    Explorer | Level 3
    3 years ago
    Hi!

    I cant check the payment transaction because the number is longer than 12 caracters.
    I see I have another account with a second e-mail address, but this account is also not upgraded to plus.

    Thanks!
    • Jay's avatar
      Jay
      Icon for Dropbox Staff rankDropbox Staff
      3 years ago
      If the transaction ID is longer than 12 characters, is this a PayPal or iDeal payment? If so, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

      You can do this by logging into your account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible under the PayPal section (even if it isn't PayPal).

      Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system!
      • AngelaS238's avatar
        AngelaS238
        Explorer | Level 3
        3 years ago
        Great, thanks.
        The payment was done with iDeal.

        Here is the ticket ID: 15590267

        Kind regards,
        Angela

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