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Forum Discussion

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

Hey @Robertuk, thanks for reaching out to us and sorry to see you're having trouble.

 

Unfortunately, since this is a public forum, we can't really assist you with a screen-sharing session, however, can you please let us know more about the issue you're having?

 

I understand you're not able to login to your account, but can you give us some more details?

 

Thanks in advance.

  • Robertuk's avatar
    Robertuk
    Explorer | Level 3
    2 years ago
    Hi

    The problem started when my excel spreadsheet within drop box deleted all the info when I hit a key (unsure what it was)

    Then I could t log in - I’ve now sorted that

    I then paid 9.99 to upgrade to to paid version as it has backup - payment has been taken but it hasn’t upgraded
    • Hannah's avatar
      Hannah
      Icon for Dropbox Staff rankDropbox Staff
      2 years ago

      Thanks for clarifying, Robert, and I'm happy to see that you were able to sort out the logging in issue.

       

      As for your upgrade, did you do it through the Dropbox app on your mobile device? Were you billed through iTunes or Google Play?

    • Robertuk's avatar
      Robertuk
      Explorer | Level 3
      2 years ago
      Hi

      No,?I submitted my card details and it took the 9.99’paymwnt
      • Nancy's avatar
        Nancy
        Icon for Dropbox Staff rankDropbox Staff
        2 years ago

        Hi from me as well, Robertuk. 

         

        There’s a possibility you have a second Dropbox account under a different email address that has been upgraded instead. 

         

        Do you see a 12-digit transaction ID in your bank statement, when opening your Dropbox charges? If yes, please insert it here, and compare the email address you’ll see with the one showing here. Are they the same?

         

        If not, you'll need to sign in to Dropbox with the correct email address to access your subscription.

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